BSB50215 Diploma of Business

(Also in BSB50415 DIPLOMA OF BUSINESS

ADMINISTRATION
BSB51915 DIPLOMA OF LEADERSHIP & MANAGEMENT
FNS60215 ADVANCED DIPLOMA OF ACCOUNTING – need
to change AQF)

Assessment Guide

BSBCUS501
Manage quality customer services
V1.2 May 2016
Introduction
This Assessment Booklet provides you with information and your assessment tasks for this
unit. A requirement of your qualification, from which the unit of competence is taken, is the
application of the concepts you have been learning.

The assessment activities are an important part of your course as they provide an opportunity
to apply what you have been learning and they give both you and your trainer feedback on
your progress.

Please read this section carefully before commencing the assessment tasks.

RECOGNITION OF PRIOR LEARNING

If you can demonstrate that you have the skills and knowledge within this unit, you should
speak to a trainer/assessor about this and apply for recognition of prior learning.

COMPLETING YOUR ASSESSMENTS

Prior to Assessment
You must be advised of your rights before and after the assessments including the right to
appeal.

Assessors must provide you with all relevant information relating to the assessments prior to
commencement and of the appeals procedure that can be utilised if you wish to appeal
against the assessment outcome or make a complaint.

Submitting Assessments
Each part of this assessment booklet needs to be carefully completed and you are required to
attain a ‘satisfactory’ mark for each of the assessment activities. Full details of what is required
have been detailed in instructions before each assessment task.

You must submit assessment tasks with the cover sheet provided at the end of this Booklet.
You must attach one cover sheet per assessment upon submission, ticking the relevant
assessment box. Ensure you sign the form after completion.

Assessments should be submitted on or before their due date. Extensions for individual
assessment tasks may be negotiated in specific circumstances. Consultation on this must
occur prior to the due date and extensions due to illness will require a medical certificate.
Extensions will be confirmed to you in writing.

Plagiarism and Referencing

You are reminded that plagiarism will not be tolerated. Information, ideas etc. quoted or
paraphrased from another source, must be acknowledged with “quotation marks” around the
relevant words/sentences or ideas and cited at the end of the document. Sources of
information, ideas etc. must be provided in alphabetical order by author’s surname (including
author’s full name, name of document/ book/internet etc. and year and place of publishing) or
may be included in brackets in the text.

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ASSESSMENT OUTCOMES
The evidence you submit will be assessed and you will be given written feedback. Each
assessment task will be marked as either Satisfactory or Unsatisfactory and once all
assessments have been marked you will be given an outcome of Competent or Not
Competent for the unit of competence. Upon demonstrating competence, you will be awarded
this unit. If you are assessed as Not Competent, you will be given some suggestions for
improvement and asked to redo your assessment.

Re-assessment
In the event you are deemed Unsatisfactory, you will be allowed two (2) further attempts at an
assessment within the timeframe of this course.
As part of the assessment process, you must abide by any relevant assessment policies as
provided to you. If you feel you are not yet ready to be assessed or this assessment is unfair,
you should be offered the opportunity to discuss all options that are available to you to
complete the assessment.

Reasonable Adjustment
RTOs and Trainers/Assessors are obliged by law to make reasonable adjustment to ensure
maximum participation of students with disability in teaching, learning and assessment
activities. This includes:
• ensuring that course activities are sufficiently flexible;
• providing additional support where necessary; and
• offering a reasonable substitute within the context of the course where a student
cannot participate.

Reasonable adjustment is defined in section 4(1) of the Employment and the Disability
Discrimination Act as ‘an adjustment to be made by a person is a reasonable adjustment
unless making the adjustment would impose an unjustifiable hardship on the person’.
Reasonable adjustment as it applies to participation in learning and assessment activities may
include:
• customising resources or activities within a training package or accredited course;
• modifying a presentation medium;
• providing additional support;
• providing assistive or adaptive technologies;
• making additional information accessible both before enrolment and during the course;
and
• monitoring these adjustments to ensure that the student’s needs continue to be met.
An individual’s access to the assessment process should not be adversely affected by
restrictions placed on the location or context of assessment beyond the requirements
specified in the training package. Reasonable adjustments can be made to ensure equity in
assessment for people with disabilities. Adjustments include any changes to the assessment
process or context that meet the individual needs of the person with a disability, but do not
change competency outcomes.
The assessment process must:
 Provide for valid, reliable, flexible and fair assessment
 Provide for judgement to be made on the basis of sufficient evidence
 Offer valid, authentic and current evidence.

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COMPETENCY ASSESSMENT

Within this qualification are units of competency that form the basis of your assessments.
These can be located in your Unit Outline Booklet.

ASSESSMENTS FOR THIS UNIT

There are three (3) forms of assessment or evidence gathering methods for this unit of
competency. You are required to complete and submit all the assessments.

Assessment 1. Written Questions

This assessment consists of thirteen (13) short answer questions to assess your knowledge of
this unit. You must answer all questions. Most questions require short answers although some
questions require a more detailed response. You should provide typed responses. You may
use various sources of information including: text books, learning workbooks, other documents
and the internet and must list your sources.

Assessment 2. Project
Students are required to develop an individualised plan, and demonstrate their skills and
knowledge of BSBCUS501 Manage quality customer service using their chosen workplace as
an example organization. Various tools on how to go about quality customer service process
discussed in the Learner's guide of this unit will help the students through.

For those students who are not currently employed, are required to prepare the report on the
company of your choice. A meeting with the company's manager can be arranged and the
Trainer should help the students in getting this stage through. Trainer can obviously use his
networking with the current businesses to put the students on this practical task.
Students must record their answers in a separate A4 document and submit by attaching to
their cover page.

Assessment 3. Case Study

Students will be given a case study on Davis Supply and are required to demonstrated the
application of the various performance criteria of the unit to the given case study questions.

Assessment 1: Written Questions

This assessment consists of thirteen (13) short answer questions to assess the student’s
knowledge of BSBCUS501 Manage quality customer service.

Instructions for Students

Students must answer all questions. Most questions require short answers although some
questions require a more detailed response. Students may use various sources of information
including: text books, learning workbooks, other documents and the internet and they must list
their sources.

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Question/Answer
Q1. Imagine you work in a shop. List three things you can do to engage with a new
customer walking into the store.

Q2. In your own words, explain what is meant by the term “vision” when used in a customer
service plan.

Q3. In your own words explain what is meant by the term “mission” when used in a
customer service plan.

Q.4 How do industry codes of practice effect your role of managing customer services?

Q5. List the different records that need to be kept and reviewed to ensure quality
customer services.

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Question/Answer
Q.6 What factors may reduce/restrict quality customer service?

Q.7 List five different interactions made with customers in every business?

Q.8 Service breakdown occurs when any product or service fails to meet the customer
expectations. Describe the steps you would to take to rectify a service breakdown.

Q.9 List thee different strategies for obtaining customer feedback.

Q.10 How do customer protection laws affect your company?

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Question/Answer
Q.11 Outline and describe what briefly what is meant by Anti-Discrimination, and how it
would affect your role as a customer services manager?

Q.12 What are National Privacy Principles?

Q.13 What information you should try to find out from your potential customers while
researching their needs?

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Assessment 2: Project

Student Instructions:
In this assessment task, you will be required to develop an individualised plan, and
demonstrate your skills and knowledge of BSBCUS501 Manage quality customer service
using your chosen workplace as an example organisation. Various tools on how to go about
quality customer service process discussed in the Learner's guide of this unit will help the
students through.

There are three (03) parts to this assessment and you must complete all of them.

For those students who are not currently employed, are required to prepare the report on the
company of your choice. A meeting with the company's manager can be arranged and the

Trainer should help the students in getting this stage through. Trainer can obviously use
his/her networking with the current businesses to put the students on this practical task.

Students must record their answers in a separate A4 document and submit by attaching to
their cover page.

Assessment description

Part.1

Using your chosen organization, conduct the necessary research and submit a report on
customer needs as they relate to the provision of quality customer service. The customers
may be internal, external or both. The report should cover the following areas:
I. An introduction, explaining the purpose of the report
II. A description of the organisation and department and the products / services provided.
III. A description of the methods that you used to research and identify customer
characteristics and needs.
IV. A summary of the information that you gathered in relation to:
1. Customer characteristics
2. Customer needs
V. Based on your data gathering/summary of the information collected on customer
characteristics and needs, explain how would you plan for quality customer service?
VI. Are there any legislative requirements that your proposed quality customer service
plan should meet? Just mention few of them.
VII. A conclusion, analysing the information that you gathered and identifying the key
requirements for quality customer service.

Part 2:
Imagine your quality customer service plan has been successfully implemented in your
example/chosen organization. Six months later, you want to investigate the current customer
service quality level. Besides, you are also interested in monitoring the progress of your plan.
Answer the following questions considering this scenario.

Q1. What mechanism you would use to investigate customer satisfaction?

Q2. Design a customer satisfaction survey and attach a copy of the survey as an evidence to
the answer of this question.

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Q3. Imagine your customer satisfaction survey revealed too many customer handling
complaints. Discuss your strategy to resolve this issue.
Q4. What methods you would recommend to your management for monitoring the team
performance of customer service department?
Q5. Imagine your monitoring mechanism has identified staff's incompetency as the root cause
for downfall in customer services. What strategies would you recommend to your
management to fix this issue?

Part 3: Presentation Task

You are required to conduct a short (10 minute) presentation that you could give to your own
customer service team on the subject of:
'How to deal with customer complaints'

Submit the typed presentation notes or a printout of the PowerPoint to your assessor.

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Assessment 3: Case Study

Instructions for Students

Students must complete all task requirements. Some questions require a detailed response or
entry of data into forms and templates provided in this section. Students may also refer to
organisational policies and procedures provided by their assessor. Students may use various
sources of information including: text books, learning workbooks, other documents and the
internet and they must list their sources.

Students must read the following information and answer all eight (8) questions/tasks.

Case Study
The Davis Supply Company has been operating as an importer and supplier of small
appliances in Australia for the past 5 years. They operate solely from store-front businesses
within the Sydney metropolitan area. They do not have an online website as they have never
felt threatened by competitive markets and have not felt the cost of maintaining an online
presence was justified.

Due to the recent increase in affordability of home Internet usage and the increase in the
value of the Australian dollar against overseas currency, business is beginning to wane.
Customers appear to be shopping online more than visiting store-fronts.

The company is also currently being threatened by overseas businesses that are marketing
discounted products through social media channels to Australian customers. The
management of Davis Supply Company believe that the only way to tackle this threat is to
improve their customer service delivery to an outstanding level of satisfaction for customers
but they are unsure of whether the customers would prefer storefront shopping or online
shopping.

You have been chosen to be part of a new team that will create a plan for improved customer
service delivery. Your position in the team is based on your high level of knowledge of
customer interactions due to your role as supervisor within the enquiry department.

The business owner is keenly focussed on value for money in any changes that are
suggested but understands that customer satisfaction with service delivery is paramount to
sustaining business development.

Answer all of the following questions:

Q.1 What considerations must the team take into account before developing the plan and
what planning tool might be useful to analyse those considerations?

Q.2 Design a questionnaire to identify and assess the needs of external customers of the
Davis Supply Company. Explain who the customers are that you would survey.

Q.3 After analysis of the results of your questionnaire it was found that while customers were

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pleased with the store front premises and found the service staff helpful and friendly, they
were not happy with being unable to purchase online or have their products home delivered.

After consultation with management a recommendation was made to create an online

presence. It was suggested that the website could be maintained by a new employee who will
distribute daily orders to each individual store. Customer service staff in each store will
download and fill the orders, prepare them for distribution, use a postal service to deliver them
and send a receipt and delivery tracking number to the customer.

Based on this information complete a SWOT analysis company considering competitors, costs
of training staff in new processes and market trends.

Q.4 Management ask you to design a training needs analysis for Davis Supply Company
customer service staff to evaluate what training will need to be undertaken for staff to
competently perform their new roles if the online store is created. Using your understanding of
the skills, knowledge and attitudes the customer service staff must have, develop a TNA.

Q.5 The management of Davis Supply Company have read your training needs analysis but
are concerned about the costs involved in staff training. They are concerned that the venture
is a financially unviable situation and ask you to concentrate a survey on their store front
presence. They feel that there may be scope to improve the store front in a cost effective
manner rather than branching into an area that is going to require a lot of money invested In
staff training.
You undertake a survey of 100 customers and are given the following results:

Davis Supply Company

Customer Service Survey Results

Question [ on a scale of 1 to 5 –
Total # of
1 representing lowest Average
Determinant customers Total Score
satisfaction, 5 representing Score
surveyed
highest satisfaction ]

How would you rate the 100 450 4.5

Tangibility
cleanliness of our shop?

Are you happy with the 100 300 3

availability of our products Reliability
and current ordering system?

How helpful are our staff 100 180 1.8

Responsivenes
when attending to your
s
needs?

How confident are you that Assurance 100 80 0.8

our service staff have
sufficient knowledge of our

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 products to answer your
enquiries?

How welcome are you made 100 400 4

to feel when purchasing from Empathy
our shop?

Verifiable data collected as evidence for this customer service survey did not include
considerations of historical customer complaints. What is the importance of using historical
complaints data in the analysis of customer satisfaction levels?

Q.6. Consider the results of the customer survey. Based on this survey what training strategies
would you recommend to assist all Davis Supply Company customer service staff members to
overcome their difficulties in meeting quality service delivery?

Q.7. How could you monitor customer service staff members in future to ensure consistency in
quality service delivery?

Q.8 Write a recommendation to Davis Supply Company management on how store front quality
customer service can be enhanced based on the findings of the survey.

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 Assessment 1: Written Questions
RESULTS SHEET
Student’s Name:

Assessor’s Name:

Date of Assessment:

Unit of Competency: BSBCUS501 Manage quality customer service

Feedback to Student:

Student’s overall
 Satisfactory  Unsatisfactory
performance is:
Is re-assessment
 Yes  No
necessary?

Assessor’s Signature: Marking Date:

Feedback
Student’s Signature:
Receiving Date:

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 Assessment 2: Project
RESULTS SHEET
Student’s Name:

Assessor’s Name:

Date of Assessment:

Unit of Competency: BSBCUS501 Manage quality customer service

Feedback to Student:

Student’s overall
 Satisfactory  Unsatisfactory
performance is:
Is re-assessment
 Yes  No
necessary?
Assessor’s Marking
Signature: Date:
Feedback
Student’s Signature: Receiving
Date:

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 Assessment 3: Case Study
RESULTS SHEET
Student’s Name:

Assessor’s Name:

Date of Assessment:

Unit of Competency: BSBCUS501 Manage quality customer service

Feedback to Student:

Student’s overall
 Satisfactory  Unsatisfactory
performance is:
Is re-assessment
 Yes  No
necessary?
Assessor’s Marking
Signature: Date:
Feedback
Student’s Signature: Receiving
Date:

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 Final Assessment Summary & Feedback
Student’s Name: Student’s ID:
Date of
Assessor’s Name: Completion:

Unit of Competency: BSBCUS501 Manage quality customer service

Student Results
Assessments
Satisfactory Unsatisfactory Not Completed

1. Assessment 1   

2. Assessment 2   

3. Assessment 3   
Feedback to Student:

Result:  Competent  Not Competent

Is re-assessment required:  Yes  No

Marking
Assessor’s Signature:
Date:
Feedback
Student’s Signature: Receiving
Date:

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 ASSESSMENT COVER SHEET
This Assessment Cover Sheet needs to be completed and attached to each assessment upon
submission. Ensure you tick the relevant assessment and sign after completing the entire
form.

Student’s Name:

Student’s ID:

Contact Number:

Email:

Assessor’s Name:

Qualification: BSB51915 Diploma of Leadership and Management

Unit of Competency: BSBCUS501 Manage quality customer service

☐ √ 1. Written Questions
Assessment: ☐ √ 2. Project
☐ √ 3. Case Study
Date
Due Date: All Due by Week ending Submitted:
If your assessment is being submitted after the due date, please attach a copy of the written confirmation of
extension received from the Assessor.
Declaration: I have kept a copy of my assessment submission and have read and understood the
following information provided at the beginning of this assessment (please tick):

☐ General assessment information

☐ Submitting assessments
☐ Assessment results
☐ Plagiarism and referencing

I declare this assessment is my own work and where the work is of others, I have fully
referenced that material.
GRACE 05/09/2017

Name (please print) Signature Date

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 Assessment Mapping

BSBCUS501 Manage quality customer services

Assessments
Element Performance Criteria Written Project Case
Questions Study
1. Plan to 1.1 Investigate, identify, assess, Q.2, Q.3 Part 1. Q.1 – Q.3
meet internal and include the needs of
and external customers in planning processes Q.I-VII
customer Part 2. Q.1
requirements & Q.2.
1.2 Ensure plans achieve the Q.13 Part 1. Q.1
quality, time and cost
Q.I-VII
specifications agreed with
customers
2. Ensure 2.1 Deliver products and services Part 1. Q.V Q.6-8
delivery of to customer specifications within Q.3
quality organisation’s business plan
products and
services 2.2 Monitor team performance to Part 2. Q.7
consistently meet the
Q.4
organisation’s quality and
delivery standards
2.3 Help colleagues overcome Part 2. Q.5. Q.6
difficulties in meeting customer
service standards
3. Monitor, 3.1 Develop and use strategies Q.6 Part 1.
adjust and to monitor progress in achieving
review Q. I-VII &
product and/or service targets
customer Part 2.
and standards
service Q.5
3.2 Develop and use strategies Q.7, Q.9 Part 1. 3 Q.7
to obtain customer feedback to
Q. III
improve the provision of products
Part 2.
and services
Q.3
3.3 Develop, procure and use Q8 Part 2. Q.5 Q.6-7
resources effectively to provide
quality products and services to
customers
3.4 Make decisions to overcome Q.8 Part 2. Q.5 Q.8
problems and to adapt customer

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 Assessment Mapping
services
3.5 Manage records, reports and Q.5 Part 1. Q.8
recommendations within the
Q. I-VII
organisation’s systems and
processes
Performance Evidence of the ability to:
evidence develop and manage Part 1: Q.6-8
organisational systems for quality
III -VII
customer service
develop and review plans, Part 1: Q.3
policies and procedures for
Q.V
delivering and monitoring quality
Part 2:
customer service
Q.3, 4
implement policies and Part 2. Q.6, Q.7
procedures to ensure quality
Q.3, Q.5
customer service
solve complex customer Part 2 Q.5 Q.6, Q.7
complaints and system problems
that lead to poor customer
service
monitor and assist teams to meet Part 2 Q.4 Q.7
customer service requirements
develop, procure and use human Part 2 Q.5 Q.6-8
and physical resources to
support quality customer service
delivery
Knowledge To complete the unit requirements safely and effectively, the individual
evidence must:
outline the legislative and Q.10 – Part 1:
regulatory context of the Q.12 VI
organisation relevant to customer
service
describe organisational policy Q.8 Part 1: Q8
and procedures for customer
V
service including handling
customer complaints
identify service standards and Q.1, 3, 6 Q1
best practice models
summarise public relations and Q.1, Q.9, Part 1: Q8
product promotion Q.13 VII

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 Assessment Mapping
outline techniques for dealing Q.13 Part 1: Q6
with customers including
V
customers with specific needs
Part 2:
Q.3
explain techniques for solving Q.5, 10 & Part 3, All Q.5,6,7 &
complaints including the 11 8
principles and techniques
involved in the management and
organisation of:

 customer behaviour Q.1, Q.7 Part 2: Q.5

Q.1, Q.3
Part 3:
All

 customer needs research Q.7, Q.9 Part 2: Q.5

Q.1, Q.2
 customer relations Q.1, Q.7, Part 2:
Q.9 Q.5
Part 3:
All
 ongoing product and/or Q.1, Q.8 Q.6, Q.7
service quality
 problem identification and Q.1, Q.7 – Q.5, Q.6,
resolution Q.9 Q.7
 quality customer service Q.7, Q.8, Part 2: Q.2, Q.6
delivery Q.9 Q.1, Q.3 –Q.8
 record keeping and Q.5 Q.7
management methods
 strategies for monitoring, Q.4,Q.5,Q.7 Part 2: Q.6
managing and introducing Q.8,Q.9,Q.13 Q.3, Q.4,
ways to improve customer Q.5
service relationships
 strategies to obtain customer Q.7, Q.9 Part 1: Q.2
feedback. III
Part 2:
Q.1, Q.2

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