STUDENT

ASSESSMENT
TASKS
 Contents

Introduction 4
Assessment Task 1: Knowledge questions 5
Assessment Task 1: Checklist 8
Assessment Task 2: Project 10
Assessment Task 2: Checklist 15
Final results record 19

BSBOPS505
 BSBOPS505 Manage organisational customer service Student Assessment Tasks

VET STUDENT ASSESSMENT COVER SHEET

Student declaration
This declaration must be completed in full by the student and submitted with all 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 documented in the QIBA VET Student Plagiarism and Cheating Policy.
☒ I have correctly referenced all resources and reference texts throughout these assessment tasks.

Course BSB50420 – Diploma of Leadership and Management

Unit BSBOPS505 – Manage organisational customer service

Trainer/Assessors Mohammed Ahsan

Name

Student Name Ronish Pokhrel

Student ID number 11930301

Student signature: Date:

Ronish Pokhrel 26/08/2022

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BSBOPS505 Manage organisational customer service Student Assessment Tasks

Introduction

The assessment tasks for BSBOPS505 Manage organisational customer service are outlined in the
assessment plan below. These tasks have been designed to help you demonstrate the skills and
knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the Business Works Student User Guide. The Student User Guide
provides important information for you relating to completing assessment successfully.

Assessment for this unit

BSBOPS505 Manage organisational customer service describes the skills and knowledge required
to develop strategies to manage organisational systems that ensure products and services are
delivered and maintained to standards agreed by the organisation.

For you to be assessed as competent, you must successfully complete two assessment
tasks:

 Assessment Task 1: Knowledge questions – You must answer all questions

correctly.

 Assessment Task 2: Project – You must work through a range of activities and
complete a project portfolio.

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Assessment Task 1: Knowledge questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit.

i Assessment information
Ensure that you:

 review the advice to students regarding answering knowledge questions in the

Business Works Student User Guide

 comply with the due date for assessment which your assessor will provide. This
date is also set up in QIBA’s LMS

 adhere with your RTO’s submission guidelines – submit to LMS

 include your name in the filename of all documents submitted to LMS

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed and signed cover sheet with your work

 this task should be completed on the templates provided by QIBA

 avoid sharing your answers with other students

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Questions
Provide answers to all of the questions below (in blue font):

1. Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights. 

The Australian Consumer Law creates customer assurances, which are customer rights. These
contain the right to a repair, replacement, or repayment, as well as damages and loss
compensation and the capability to cease a malfunctioning service. When individuals buy items
and services in Australia, individual get automatic guarantees that they will operate and do what
the individual asked for under the Australian Consumer Law. The individual has consumer rights
if an individual buy something that isn't right. The purpose is that under Australian Consumer
Law if a product or service fails to meet a consumer promise, the buyer has the right to request a
repair, replacement, or refund. Whether they are entitled to a remedy depends on the severity of
the problem (Australian Competition and consumer commission, 2021).

2. Outline the consumer guarantees that apply for both products and services under the
Australian Consumer Law. 

Following are the customer guarantees that apply for both goods and services underneath the
Australian Consumer Law.

1. Products reflect the company's descriptions on packaging and labeling, as well as in

promotions and advertising.

2. The product will be designed for a certain purpose and must perform all of the functions
that would be expected of it.

3. The product must have a complete title and ownership.

4. When there is no agreed-upon end date, services shall be delivered within a reasonable
time.

5. Services must be suitable for the purpose or produce the outcomes that you and the
company agreed on.

6. Services will be delivered with reasonable care, skill, or technical expertise, and all
essential precautions will be taken to prevent loss and damage (Queensland
Government, 2021).

3. List the types of products and services covered by the consumer guarantee. 

The services covered by the consumer guarantee are as below-

1. Bundled services and products

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2. Presents accompanied with evidence of purchase.

3. Products on sale.

4. Online purchases of Australian-made goods and services.

5. Second-hand items from businesses, based on their age and condition.

4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided. 

Signs that say "no refunds" are illegal because they imply that a return is impossible in any case
- even if there is an issue with the goods or service, such as a defect or a lack of due care and
competence. When anything they bought has a severe flaw, buyers generally have the right to a
return. By claiming to have a "no refund" policy or displaying a "no refund" sign, stores cannot
take away this right. This also applies to the refund and return policies of an online store. In
addition to Australian consumer laws, protects consumers' rights in connection to the actions or
behaviour of businesses or sellers in relation to goods or services offered for sale to consumers.
These rights include the right to request a refund, and a seller, such as a shop, has no legal
obligation to prohibit a customer from requesting a refund when it is deemed acceptable. When a
product or service fails to meet its expectations, the retailer or manufacturer must take
responsibility.

5. Discuss whether consumers are legally entitled to a refund or replacement if they change their
mind when buying a product or service.  

If a consumer just changes their mind about a good, a store is often not required to provide a
refund or replacement. A customer is only entitled to a refund or replacement under Australian
Consumer Law if there is a severe issue with a product enclosed by consumer guarantees. As a
result, under Australian Consumer Law, if the product or service is defective in any way or is
unsuccessful to satisfy that which it ought to as delivered for in the law, then the consumer has
the right to request a replacement or refund (Consumer Affairs Victoria, 2021).

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6. Explain what information is commonly found in an organisation’s complaints policy and

procedure. 

Each organization has a method for dealing with complaints, which we call the organization's
grievances approach and plan, and there are some aims that are common to all businesses.
Both clients and friends' workers can benefit from these principles. The goal of this agreement is
to ensure that:

 You're considering how you'll handle the complaint and plan.

 You and our team are in charge of our fights operation management.
 Your complaint is thoroughly investigated, with an impartial view of all facts and
evidence.
 We take reasonable steps to guarantee that you have access to your personal
information.

7. List at least two benefits of an effective complaint-handling system for businesses and
consumers and the standard steps that you would use to effectively deal with a customer
complaint. 

Benefits

It can resolve issues called by dissatisfied person in a cost effective and timely manner

b. It can polish the reputation of the company and help consumers gain confidence in the
administrative processes of the company

c. It can provide necessary information needed in the improvement of service delivery.

Standard Steps

a. Greet the customer and tell them to narrate the problem softly b. Listen to what the customer
has to say patiently and carefully c. Understand the customer problem and write down if required
d. Repeat what the customer said and ensure that’s exactly what he/she has said e. Give
him/her explanation f. Apologize to him/her and ensure that the problem will be resolved g. Take
immediate actions

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8. Explain the concept of service standards and their importance. Identify two examples of

services standards.  

Service Standards
Service standards a combination or a set of policies, procedures and expectations that a
company adopts with regard to its customers. These standards include all the contact point that
a customer has with the company. These standards decide how you want your customers too
feel and experience when they have interaction and transaction with you. Customers revisit you
and buy goods and services from you based on the previous experience and expectations and
emotions developed by it.
Importance
a. Help company in comparing its services with the market and improve accordingly b. Ensure
that maximum number of customers are satisfied c. Create positive brand perception and
positive brand image d. Bring back customers e. Turn potential customers into loyal customers
Examples

a. A manager makes it mandatory for the staff to greet the customers as soon as they enter the
restaurant, guide them to the table they preference and provide them the menu within a minute
they sit. b. A manager makes it mandatory for each staff member to ask the customers if they
have a minute for the feedback. If the customers allow, provide them with a questionnaire or any
other tool where the customers can share their experience and feelings. Thank the customers
once they complete.

9. Explain why a company committed to best practice customer services may choose to measure
its service standards. 

Consumers, future customers, staff, and management of a business all benefit from measuring
service standards. They assist in defining what a customer can expect as well as reminding
management and employees of the task and responsibilities they confront. A company dedicated
to providing best-in-class customer service may opt to monitor service standards to analyze its
progress and take corrective action if they are not achieved. Hence measuring service standards
plays an important role for a company to develop long-term customer connections by improving
consumer interaction and engagement.  Company sales and service teams may collaborate
more closely,

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10. Explain the concept of public relations as a method of marketing communication. In your

answer, explain how it can be used as a form of product and/or service promotion. 

Public relations is an effective way to communicate your products or services to the audience in
marketing communication. When you use PR, the customers can relate to recognize and relate
to their needs and wants associated with products and services which is difficult or may be
impossible in selling your product directly. The PR strategy features public figures and media
which the audience is already following which helps marketing communication clearer, better
and more effective which is difficult otherwise. PR is used in marketing communication because
it:
 Creates interest among consumers
 Builds awareness about the product/service
 Provides the product/service information
 Creates and boosts demand
 Creates brand image

11. Describe five methods through which a company can promote its products. 

Influencer Marketing

Contact a social media influencer and ask them to promote your product as they have a huge
following.

b. social media

Using social media is an effective way to promote your brand as people are more engaged in
social media activities. Run campaigns, ads, and contests to engage more and more people.

c. Advertise

Advertise your product on TV, radio, newspaper, magazines, and billboards to let people know
about the existence of your product.

d. Sales Promotion

Put discounts and bundle promotions, use coupons, offer free samples and demonstrations so
that the product demand is increased

e. E mail and Mobile Marketing

Send personalized emails and text messages to the customers on their cell phones, tablets or
any other gadget

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12. Explain how customer service can impact on the public relations image of a company. 

The most potent technique in public relations is word of mouth. Customer service also
contributes to customer loyalty, a competitive advantage, and the ability to continue in the
company. When a firm provides horrible service, a client meticulously chronicles it online,
sparking a firestorm. Customer loyalty and purchases toward a brand increase when a firm
meets its service requirements. Customer trust and loyalty, which are crucial characteristics for a
long-term commercial connection with customers those benefits both the firm and the customer,
maybe built and maintained through public trust. Poor customer service, on the other hand,
leads to a loss of trust and loyalty, which can lead to a loss of customers and, as a result, a
decrease in business

13. Outline four keyways of providing excellent customer service. 

The four keyways are as below-

1. Response as fast as possible-

One of the most important aspects of effective customer service is quickness, especially when a
client has a time-sensitive requirement. Customers will feel more at rest realizing that the firm
has noticed them, and the overall process will flow more efficiently as a result of providing them
with the prompt answer they require.

2. Recognize your customer-

Knowing your consumers' interests and requirements is the first step toward creating great
experiences. Personalization is something that customers adore. Remember your customers'
names and prior talks by getting to know them. Make a note of what was said earlier if necessary
so you may refer back to it the next time you meet.

3. Keep an optimistic mindset-

When it arises to offering good customer service, attitude is vital, and having a optimistic attitude
goes a long way. Negative client encounters may be turned into great ones with the appropriate
mindset. This will make the customer happy and maintain a long-term relationship.

4. Consider the long term - 

When working with consumers, consider the long term. Customers will be loyal if you keep them
satisfied, and word of mouth will do the marketing for the company’s product (MacDonald, 2021).

14. Explain why an unhappy customer is not good for business. 

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If the business is available online, a negative customer care experience may be extremely
damaging to the brand. Angry consumers frequently take to their keyboards to air their
grievances online, whether through a poor review, an outraged remark on digital websites, or
anything else. With the rise of social media and online commerce, it is clear that even one
disgruntled consumer may harm a company's brand. That one nasty remark, post, photo proof,
or any combination of these would be enough to harm a firm and cause it to lose money. If a firm
fails to manage this one disgruntled client, he or she may become vengeful and embark on a
rampage, destroying your image as a ‘mission.' No corporation should ever underestimate the
harm that a single dissatisfied client can cause; it is quite easy to persuade others that the
company and its service are horrible.

15. Explain the importance of understanding customer behaviour and two techniques that can be
used to analyse customer behaviour. 

A collection of consumer dissatisfied responses is known as customer complaint behaviour.

Understanding customer behaviour is critical because it allows marketers to better understand
the factors that impact customers' purchasing decisions. They can clear the opened gap in the
market and recognize the items that are needed and the ones that are outmoded by studying
how customers choose things. In addition, it’s simpler to transform a dispute into a good chance
when a corporation recognizes that a complaint is an opportunity. If a corporation pays attention
to customer concerns, it might learn how to remedy problems.

Segment Customers

Your customers have vast characteristics as they belong to different demographics. Segment
and categorize them based on their demographics such as age, origin, gender, interest and
occupation. This way, you will be able to analyse the behaviour of customers belonging to each
group with same interests easily.

Identify Key Benefits

Now that you have categorized customers, identify what each segment is looking for in your
business, what benefits they seek and how your business is fulfilling their needs. But, it is
important to look into your products or services only. There can be external factors as well that
influence their behaviour.

16. Explain three research methods that a business could use to find out about customer needs. 

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Surveys
Consumer behaviour surveys are a low cost and convenient technique where individual
customers are asked to write or talk about their feelings, experiences, emotions, opinions,
thoughts and motivation in the form of a set of questions towards your brand. All these factors
are used by marketers to analyse the consumer behaviour.

Focus Groups
Consumer focus groups is a relatively effective method as a group of consumers are asked to
narrate experiences and stories themselves. There are open ended questions that reduces the
chances of missing information from the consumer’s end. Consumers engage in a conversation
while marketers can easily observe their non-verbal gestures and body language.

Ethnographic Studies
In ethnographic studies, marketers observe the consumer behaviour in real, natural and not
made-up scenarios and environment such as shopping at a store or mall. They observe at what
time they shop, how much time they take, which products attract them, how they wear etc. This
study helps marketers understand and analyse customer behaviour based on factors that
customers don’t express themselves.

17. Explain the importance of monitoring complaints, including how keeping records of complaints
can help the organisation better its customer service approach.  

Keeping Records

Keeping the records of consumer complaints are important as they help marketers in a.
Detecting the patterns of complaints over time b. Employee training to minimize or prevent
complaints c. Managing relationship with the customers d. Keeping a record to take a legal
action when required

Monitoring

Monitoring customer complaints are important because they help in a. Formulating new policies
that are more effective b. Observing those areas where improvement is required c. Creating and
maintaining strong relationship with the customers d. Introducing new products and services that
better the consumer needs

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18. Explain the purpose of a Customer Relationship Manager (CRM) and how it can help
organisations manage and improve their customer service information and relationships. 

CRM is a system that allows businesses to manage their interactions with current and potential
customers. CRM helps businesses by streamlining forms, creating customer connections,
facilitating deals, improving customer service, and increasing benefits. An individual, usually
referring to the CRM framework, which is used to contact the Board of Directors, also works with
executives and efficiency. The primary goal of a CRM is to enhance business relationships. The
following are some of the options available to the company in order to manage and improve
customer service data and relationships:

 Actively monitors and supervises client information.

 Any device can be used to connect your entire group.
 Detects client messages intelligently.
 Make basic, redundant tasks so you may concentrate on leads.
 Delivers in-the-moment experiences and suggestions.
 Extends and redoes as your company grows.

  

19. Identify two strategies that an organisation can use to gather feedback from its customers. 

The following are two ways that a company might utilize to get feedback from its customers

On your website, include customer feedback forms. Please send a critical email in any case.
Clients who have any inquiries or complaints can send them to us via e-mail. This would be the
most effective method of criticism. 

Get Live Chat Session Feedback You can ask for input after the meeting has been concluded, in
addition to email overviews and reviews that are delivered once you finish the dialogue at the
Client Service Gateway. These may or may not be the primary investigations into the visit's
experience. This motivates you to assess the viability of your talk-promotion team. Furthermore,
if the consumer has an unfavourable reaction, successful activities might help you win the
client's trust.

20. Social media is a powerful tool. Explain how an organisation can use it to monitor and manage
customer service relationships.  

In today's world, social media is an indispensable marketing tool. It's not only for posting images
or bulletins; leveraging online life for customer service can help you take your company to the
next level. However, you must utilize it wisely; if your online networking proximity isn't managed
properly, it can damage your image and drive away potential paying clients. Organizations can

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utilize web-based life to monitor and monitor client support interactions from a variety of
perspectives.

21. Explain two further strategies that can be used to monitor, manage and introduce ways to

improve customer service relationships. 

Here are two more methods for monitoring, managing, and introducing approaches to improve
customer service relationships:

 A great client care group is the first step in improving your client support. If the
organization's administration has to be strengthened, it must hire and train individuals
with the necessary expertise.
 Furthermore, while hiring people for a client care group, you should seek for persons
that have the necessary abilities. Similarly, schedule educational meetings every now
and then for them to improve their skills.

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Assessment Task 1: Assessor Checklist

Student’s name: Ronish Pokhrel

Did the student provide a Completed

sufficient and clear answer successfully? Comments
that addresses the
suggested answer for the Yes No
following?

Question 1

Question 2

Question 3

Question 4

Question 5

Question 6

Question 7

Question 8

Question 9

Question 10

Question 11

Question 12

Question 13

Question 14

Question 15

Question 16

Question 17

Question 18

Question 19

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Question 20

Question 21

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name: Mohammed Ahsan

Date:

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Assessment Task 2: Project Portfolio

Information for students

In this task, you are required to demonstrate your skills and knowledge by working through a
number of activities and completing and submitting a project portfolio.
You will need access to:

 your learning resources and other information for reference

 Project Portfolio template

 Simulation Pack (if you need a case study).

I Assessment information

Ensure that you:

 review the advice to students regarding responding to written tasks in the

Business Works Student User Guide

 comply with the due date for assessment which your assessor will provide. This
date is also set up in QIBA’s LMS

 adhere with your RTO’s submission guidelines – submit to LMS by the date
provided

 include your name, unit code and assessment name, in the filename of all
documents submitted to LMS

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed and signed cover sheet with your work

 this task should be completed on the templates provided by QIBA

 avoid sharing your answers with other students

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Activities
Complete the following activities:

1. Carefully read the following:

This project requires you establish, develop, support, monitor and assess customer
service in an organisation.
You will identify complex customer service problems (and the related business
system issues) associated with one product/service/program and then apply
customer service principles to rectify one of the problems/issues.

Vocational education and training is all about gaining and developing practical skills
that are industry relevant and that can help you to succeed in your chosen career.
For this reason, we are giving you the choice to base this project on your own
business, one you work in or a familiar with, or you can use the case study
provided. This will mean that you are applying your knowledge and skills in a
relevant, practical and meaningful way to your own situation!

If you are basing this assessment on your own business:

 you should have access to:

o a business plan

o a customer service plan

o policies and procedures for customer service and handling customer

complaints.

 your role should:

o supervise the customer service provided by others

o require considerable discretion and judgement

o require you to use a range of problem solving and decision-making

strategies.

 you should also have sufficient data to monitor and evaluate customer service.

 your chosen product/service/program should have at least one problem that

has resulted in complex customer complaints and there should be at least one
system issue associated with the poor customer service. For example, a
problem at a call centre may be that customers complain about long wait times
to access a call centre representative. A system issue associated with the
complaint may be that the automated response has not been optimally
configured.

You will need to communicate with people who are part of a team responsible for
customer service. Your communication may be either directly with actual staff
members or fellow students/your assessor can play the roles of relevant

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people/parties. Communication can be in any appropriate format (e.g. face to face,

video conference, email) as long as it meets the requirements outlined in the
Project Portfolio.
You will be collecting evidence for this unit in a Project Portfolio. The steps you
need to take are outlined below.

2. Preparation

Make sure you are familiar with the organisation you are basing this assessment on
and have read through the necessary background information. For the case study
business, this is all of the documents included in the Simulation Pack. If it’s your
own business or a business where you are working or are familiar with, have your
business or case study approved by your assessor.
Choose an appropriate risk management process or project and complete Page 4
of your Project Portfolio for this unit.
Read through the requirements of Section 1, 2 and 3 of your Project Portfolio.

3. Establish customer service requirements

Complete Section 1 of your Project Portfolio. To do this, you need to:

 provide a brief overview of the business you are basing this assessment on

 describe one product/service/program you will focus on for the assessment

 describe the customers of your chosen product/service/program.

 describe customer service related to the chosen product/service/program

 identify and evaluate customer service against best practice models and
standards.

 seek written customer feedback (and manage it according to the business

systems.

 identify problems and related system issues that include complex and non-
routine difficulties.

Make sure you have answered all questions in Section 1. Submit to your assessor
for review via QIBA’s LMS/Moodle.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 1 of the Project
Portfolio and make sure you attach these when you submit this section.
You will use the work done in this section to deliver quality customer service.

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4. Deliver quality customer service

Complete Section 2 of your Project Portfolio. To do this, you need to:

 describe at least two customer service goals to meet the customer service
requirements and product/service/program targets

 integrate customer service goals and requirements into the existing business
plan

 refine at least one of your business’s customer service policies and

procedures to reflect best practice models, standards and customer service
goals and requirements.

 meet with other staff members (at least two) who are responsible for customer
service and associated with your identified problems and issues. Depending
on your business and chosen problem and system issue, you may need to
meet separately with individuals and groups. At the meeting:
o describe the problem and system issue.

o explain the goals, customer service requirements and

product/service/program targets.
o explain the changes to the business plan and customer service policy and
procedures (make sure the meeting attendees have a copy of the new
procedures).
o obtain feedback from the staff, considering their experience and
strengths.
o discuss, adapt and agree on how the product/service/program will be
delivered in future to meet customer service requirements.

Make sure you foster a team environment and consider the needs of a diverse
group of people (e.g. cultural or language differences). Your audience should
include at least one area of diversity. Use listening and questioning techniques to
obtain feedback and confirm understanding.

i This meeting should take 30 minutes.

This meeting may take place with actual people who work for/are associated
with your chosen business. Alternatively, classmates or your assessor may
play the role of one or more team members. This can either be viewed in
person by your assessor or you may like to video record the session for your
assessor to watch later. Your assessor can provide you with more details at
this step. Make sure you follow the instructions above and meet the
timeframes allocated. If this session is not viewed in person by your assessor,
you will attach proof of the meeting to Section 2 of your Project Portfolio.

 describe the physical and human resources required to:

o address one of the identified problems and related system issues

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experienced by customers
o support staff members.

 develop at least one physical resource required to address customer service

requirements/support staff members

 procure at least one human resource required to address customer service

requirements/support staff members.

 deliver your product/service/program to meet customer requirements

(according to your adapted business plan, customer service policies and
procedures and improved customer service delivery).

Make sure you have answered all questions in Section 2. Submit to your assessor
for review via QIBA’s LMS/Moodle.
You are also required to attach certain documents as part of your evidence –
review the documents you need to attach as outlined in Section 2 of the Project
Portfolio and make sure you attach these when you submit this section.
You will use the work done in this section of the Portfolio to monitor and assess
customer service.

5. Monitor and assess customer service.

Complete Section 3 of your Project Portfolio. To do this, you need to:

 develop at least one strategy to monitor customer service progress related to

your chosen problem and system issue.

 use the strategy to monitor the performance of customer service staff.

6. Submit your completed Project Portfolio

Make sure you have completed all sections of your Project Portfolio, answered all
questions, provided enough detail as indicated and proofread for spelling and
grammar as necessary. Remember to submit all necessary attachments as
indicated via QIBA’s LMS/Moodle.

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BSBOPS505 Manage organisational customer service Student Assessment Tasks

Assessment Task 2: Assessor Checklist

Student’s name: Ronish Pokhrel

Completed
successfully? Comments

Did the student: Yes No

Establish customer service requirements

by:

 describing the role they will assume

to manage customer service

 describing the roles they will

supervise that provide customer
service

 describing one
product/service/program you will
focus on for the assessment
(including mathematical information
about associated targets).

 describing the customers of their

chosen product/service/program.

 describing customer service related

to their chosen
product/service/program, including
o the quality of existing customer
relations;
o legislative, regulatory and
codes of practise
o existing policies and
procedures for customer
service and handling customer
complaints;
o protocols that must be followed
to:

 manage people who

provide customer service

 interact with customers

 perform their role.

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BSBOPS505 Manage organisational customer service Student Assessment Tasks

 identify and evaluate customer

service against best practice
models and standards.

 seek written customer feedback

using appropriate language from at
least two customers on:
o product/service/program
quality, cost and time frames
o service delivery expectations

o specific problems or
complaints and their
experience with individual
customer service
representatives
o manage feedback according to
the business systems.

 identify problems and related

system issues that include complex
and non-routine difficulties.

Deliver quality customer service by:

 describing at least two customer

service goals to meet the customer
service requirements and
product/service/program targets

 integrating customer service goals

and requirements into the existing
business plan, using a style of
writing appropriate for business
use.

 refining at least one of your

business’s customer service
policies and procedures to reflect
best practice models, standards
and customer service goals and
requirements.

 meeting (with at least two other staff

members who are responsible for
customer service and are
associated with the identified
problems and issues) to:

o describe the problem and

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BSBOPS505 Manage organisational customer service Student Assessment Tasks

system issue
o explain the goals, customer
service requirements and
product/service/program
targets
o explain the changes to the
business plan and customer
service policy and procedures
(make sure the meeting
attendees have a copy of the
new procedures)
o obtain feedback from the staff,
considering their experience
and strengths
o discuss, adapt and agree on
how the
product/service/program will be
delivered in future to meet
customer service requirements
o foster a team environment

o consider the needs of a diverse

group of people
o listen and question to obtain
feedback and confirm
understanding.

 describing the physical and human

resources required to:
o address one of the identified
problems and related system
issues experienced by
customers
o support staff members.

 developing at least one physical

resource required to address
customer service
requirements/support staff
members (student matches the
style of their writing to suit the
audience and manages the
resource according to
organisational systems).

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BSBOPS505 Manage organisational customer service Student Assessment Tasks

 procuring at least one human

resource required to address
customer service
requirements/support staff
members.

 delivering their
product/service/program to meet
customer requirements (according
to your adapted business plan,
customer service policies and
procedures and improved customer
service delivery).

Monitor and assess customer service by:

 developing at least one strategy to

monitor customer service progress
related to their chosen problem and
system issue.

 use the strategy to monitor the

performance of customer service
staff against stated goals and
customer service requirements.

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name: Mohammed ahsan

Date:

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BSBOPS505 Manage organisational customer service Student Assessment Tasks

Final results record

Student name: Ronish Pokhrel

Assessor name: Mohammed Ahsan

Date

Final assessment results

Result

Task Type Satisfactory Unsatisfactory Did not submit

Assessment Task 1 Knowledge questions S U DNS

Assessment Task 2 Project S U DNS

Overall unit results C NYC

Assessor Feedback

 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 signature: _______________________________________ Date: _________________

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