Observation Checklist – BSBOPS404 Implement

customer service strategies

Task 3.1

Student name: Manuel Felipe Rodriguez Pelaez

Student ID: 70443

Date Completed: 20/6/23

Location: Zoom

BSBOPS404 Implement customer service strategies V3 2021 Page 1

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Instructions to student

Schedule a suitable time (during week 5 or 6) with the trainer and assessor to deliver
your customer service presentation.

• Prepare your presentation addressing Assessment task 3.1.

• You will need access to a computer or device connected to the internet.

• Duration of the presentation: 15-20 minutes.

The trainer and assessor will observe and evaluate your performance during the Role-
Play.

Before the presentation:

Work with your partner to develop a presentation addressing Assessment 3.1.

When planning a briefing or training session for the team, you will need to carefully
plan the following aspects of the session:

• Duration of session
• Methods or tools (PowerPoint, Handouts, videos, flip chart, etc. )
• Audience needs
• Objectives of the session
• Topics covered
• Questions and feedback time

During the presentation:

• In your presentation you will need to address the following:

o Brief background- why are we doing this?
o Brief outline of our customers. What do they want?
o What are the issues you have identified?
o What solution have you identified?
o What are the relevant policies and procedures to make this strategy work?
o What is the budget required to implement this strategy?
o How will staff be supported?
o How will you monitor and report on changes in customer satisfaction?
What systems and records will need to be maintained.
o What is the future direction of customer service? For example, the use of
social media.
• You will need to demonstrate effective communication skills including:
o using structure, grammar and clear and specialised language to describe
customer needs, maintain information and support a particular position.
o Collaborate with others contributing knowledge and skills to achieve joint
outcomes (working with your partner and inviting other students to ask
questions and provide input).
BSBOPS404 Implement customer service strategies V3 2021 Page 2
RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Instructions to student

After the presentation

• Submit this checklist to GOALS

This is an assessable task and the trainer and assessor will evaluate your performance
during the meeting using this observation checklist.

If you are absent from class, it is your responsibility to make alternative arrangements
with the trainer and assessor.

You may only reschedule once.

BSBOPS404 Implement customer service strategies V3 2021 Page 3

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Instructions to assessor

Student is required to work with a partner to deliver a customer service presentation.

• Print the Observation checklist before the Role-Play.

• Make sure to adjust this document to allow enough space for comments and
feedback.
• Discuss the requirements of the Role-Play with the student to make sure that
he/she is clear on what is expected.
• Observe and evaluate the performance of the student during the Role-Play using
the checklist provided
• Ask the student to answer the support questions in this document and provide
feedback
• Discuss the feedback with the student
• All parties to sign and date
• The student to submit the observation checklist with his/her assessment
• You will be looking for the student’s demonstrated ability to apply knowledge and
skills required to support implementation of customer service strategies. Students
are required to address the following aspects in their presentation:
o Brief background- why are we doing this?
o Brief outline of our customers. What do they want?
o What are the issues you have identified?
o What solution have you identified?
o What are the relevant policies and procedures to make this strategy work?
o What is the budget required to implement this strategy?
o How will staff be supported?
o How will you monitor and report on changes in customer satisfaction?
What systems and records will need to be maintained.
o What is the future direction of customer service? For example, the use of
social media.
• Students will need to demonstrate effective communication skills including:
o using structure, grammar and clear and specialised language to describe
customer needs, maintain information and support a particular position.
o Collaborate with others contributing knowledge and skills to achieve joint
outcomes (working with their partner and inviting other students to ask
questions and provide input).

BSBOPS404 Implement customer service strategies V3 2021 Page 4

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 OBSERVATION

Assessor to complete –

Tasks observed and standards expected Yes /No

Student performs work in an organised manner: Yes ☒ No ☐

• Has come prepared with a customer service presentation

• Kept to the allocated duration of the session
• Prepared methods or tools (PowerPoint, Handouts, videos, flip chart,
etc. )

Comments:

Meeting was used to address the following: Yes ☒ No ☐

• Brief background- why are we doing this?

• Brief outline of our customers. What do they want?
• What are the issues you have identified?
• What solution have you identified?
• What are the relevant policies and procedures to make this
strategy work?
• What is the budget required to implement this strategy?
• How will staff be supported?
• How will you monitor and report on changes in customer
satisfaction? What systems and records will need to be
maintained.
• What is the future direction of customer service? For example,
the use of social media.

Comments:

Student promoted relevant CoffeeVille policies and procedures: Yes ☒ No ☐

For example:
o Courtesy
o active listening
o conflict management
o two-week delivery guarantee
o price guarantee
BSBOPS404 Implement customer service strategies V3 2021 Page 5
RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Assessor to complete –

Tasks observed and standards expected Yes /No

o product guarantee: refunds or replacement offered for any defect or

unsuitability
Comments:

Student effectively presents and consults with audience:

o The presentation meets the audience needs

o Questions and feedback time is allowed at the end of the
presentation
Comments:

Complete if applicable to the Role-Play: Yes ☒ No ☐

If working in a group, the student has actively participated in group

work with a substantial contribution that can be assessed individually
for all the requirements of this task.

Feedback to student

BSBOPS404 Implement customer service strategies V3 2021 Page 6

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au
 Student to complete - Answer /Response provided

Questions to support the

observation

What did you do well during I had my speech prepared, so tried to stick to it.
the presentation?

What would you do I will try not to read my speech.

differently?

Assessor’s feedback:

The student successfully developed a presentation to CoffeeVille staff to promote the

customer service strategies they developed in Assessment 2.3 and its customer service
policies and procedures.

The responses provide supporting evidence of the knowledge and skills required to
negotiate recommendations for variations to operational plans and gain approval from
designated persons/groups.

Yes ☒ No ☐

Task Outcome

Satisfactory ☒ Not Yet Satisfactory ☐

Student signature acknowledging the feedback:

_____________MFRP__________________________________________

Assessor name……………Arif Khadem

Assessor signature: ……………………………………………… Date: ……19/6/23……...

BSBOPS404 Implement customer service strategies V3 2021 Page 7

RTO Provider: 91153 - CRICOS Code: 02672K
greenwichcollege.edu.au