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Assessment tasks for BSBCUS402 Address customer needs Version 1.0 Approved date: 10 May 2019 Review Date: 10 May 2020 Approved by CEO Page 1 of 41 Australian International Training Academy Pty Ltd t/a My Business College (MBC) ABN: 76 141 358 045 CRICOS Provider Code: 03694G National Provider Code: 45368 Level 4,225 Clarence Street, Sydney, NSW 2000 Phone: (02) 8937 0969 Email:
[email protected] Website: www.mbc.nsw.edu.au Student Assessment Tasks BSBCUS402 Address customer needs Australian International Training Academy Pty Ltd t/a My Business College (MBC) ABN: 76 141 358 045 CRICOS Provider Code: 03694G National Provider Code: 45368 Level 4,225 Clarence Street, Sydney, NSW 2000 Phone: (02) 8937 0969 Email:
[email protected] Website: www.mbc.nsw.edu.au Assessment tasks for BSBCUS402 Address customer needs Version 1.0 Approved date: 10 May 2019 Review Date: 10 May 2020 Approved by CEO Page 2 of 41 Table of Contents Table of Contents 2 Assessment Information 3 Assessment Instructions 5 Student Assessment Agreement 7 Assessment Task 1 Cover Sheet 9 Assessment Task 1: Written Questions 11 Assessment Task 1 Instructions 15 Assessment Task 1 Checklist 17 Assessment Task 2 Cover Sheet 18 Assessment Task 2: Customer service project 20 Assessment Task 2 Instructions 22 Assessment Task 2 Checklist 25 Assessment Task 3 Cover Sheet 27 Assessment Task 3: Customer complaints resolution project 29 Assessment Task 3 Instructions 31 Assessment Task 3 Checklist 33 Assessment Task 4 Cover Sheet 34 Assessment Task 4: Developing networks project 36 Assessment Task 4 Instructions 38 Assessment Task 4 Checklist 41 Australian International Training Academy Pty Ltd t/a My Business College (MBC) ABN: 76 141 358 045 CRICOS Provider Code: 03694G National Provider Code: 45368 Level 4,225 Clarence Street, Sydney, NSW 2000 Phone: (02) 8937 0969 Email:
[email protected] Website: www.mbc.nsw.edu.au Assessment tasks for BSBCUS402 Address customer needs Version 1.0 Approved date: 10 May 2019 Review Date: 10 May 2020 Approved by CEO Page 3 of 41 Assessment Information The assessment tasks for BSBCUS402 Address customer needs are included in this Student Assessment Tasks booklet and outlined in the assessment plan below. To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily. Assessment Plan Assessment Task Overview 1. Written questions You must correctly answer all questions. 2. Customer service project You must participate in, two role-plays with two customers to find out about their needs and provide information on services available. 3. Customer complaints resolution project You are required to address complex customer needs by handling a customer complaint according to the company’s policy and procedures. 4. Developing networks project You must a short report about professional networks, as well as participate in professional networks and then create a customer needs form. Assessment Preparation Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions at all. 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 then 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 Queen Anne Business College’s assessment appeals process. You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal. Australian International Training Academy Pty Ltd t/a My Business College (MBC) ABN: 76 141 358 045 CRICOS Provider Code: 03694G National Provider Code: 45368 Level 4,225 Clarence Street, Sydney, NSW 2000 Phone: (02) 8937 0969 Email:
[email protected] Website: www.mbc.nsw.edu.au Assessment tasks for BSBCUS402 Address customer needs Version 1.0 Approved date: 10 May 2019 Review Date: 10 May 2020 Approved by CEO Page 4 of 41 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, BSBCUS402 AT2 Customer Record Sheet Joan Smith 20/10/18 Additional Resources You will be provided with the following resources you begin each Assessment Task. Assessment Task 2 Customer Service Policy and Procedures List of Services Customer Record Sheet Assessment Task 3 Complaint Acknowledgement Letter Template Complaint Handling Policy and Procedures Complaint Register Template Complaint Outcome Letter Template Refund Policy Assessment Task 4 Professional Networking Event Report Template Australian International Training Academy Pty Ltd t/a My Business College (MBC) ABN: 76 141 358 045 CRICOS Provider Code: 03694G National Provider Code: 45368 Level 4,225 Clarence Street, Sydney, NSW 2000 Phone: (02) 8937 0969 Email:
[email protected] Website: www.mbc.nsw.edu.au Assessment tasks for BSBCUS402 Address customer needs Version 1.0 Approved date: 10 May 2019 Review Date: 10 May 2020 Approved by CEO Page 5 of 41 Assessment Instructions Each assessment task in this booklet consists of the following: Assessment Task Cover Sheet This must be filled out, signed and submitted together with your assessment responses. If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission. If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit the file. 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 in the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per Queen Anne Business College’s re-assessment policy. Depending on the task, this may include resubmitting incorrect answers to questions (such as short answer 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 re-submission opportunities if required Assessment Task Instructions These give questions to answer or tasks which are to be completed. Your answers need to be typed up 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 unit identification number, the task number, your name and the date. Australian International Training Academy Pty Ltd t/a My Business College (MBC) ABN: 76 141 358 045 CRICOS Provider Code: 03694G National Provider Code: 45368 Level 4,225 Clarence Street, Sydney, NSW 2000 Phone: (02) 8937 0969 Email:
[email protected] Website: www.mbc.nsw.edu.au Assessment tasks for BSBCUS402 Address customer needs Version 1.0 Approved date: 10 May 2019 Review Date: 10 May 2020 Approved by CEO Page 6 of 41 Checklist This will be used by your assessor to mark your assessment. Read through this 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. Australian International Training Academy Pty Ltd t/a My Business College (MBC) ABN: 76 141 358 045 CRICOS Provider Code: 03694G National Provider Code: 45368 Level 4,225 Clarence Street, Sydney, NSW 2000 Phone: (02) 8937 0969 Email:
[email protected] Website: www.mbc.nsw.edu.au Assessment tasks for BSBCUS402 Address customer needs Version 1.0 Approved date: 10 May 2019 Review Date: 10 May 2020 Approved by CEO Page 7 of 41 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 Do you have any specific needs that should be considered? Yes No If so, explain these in the space below. Do you understand your rights to re-assessment? Yes No Do you understand your right to appeal the decisions made in an assessment? Yes No Student name Student number Student signature Date Assessor name Assessor signature Australian International Training Academy Pty Ltd t/a My Business College (MBC) ABN: 76 141 358 045 CRICOS Provider Code: 03694G National Provider Code: 45368 Level 4,225 Clarence Street, Sydney, NSW 2000 Phone: (02) 8937 0969 Email:
[email protected] Website: www.mbc.nsw.edu.au Assessment tasks for BSBCUS402 Address customer needs Version 1.0 Approved date: 10 May 2019 Review Date: 10 May 2020 Approved by CEO Page 8 of 41 Date Australian International Training Academy Pty Ltd t/a My Business College (MBC) ABN: 76 141 358 045 CRICOS Provider Code: 03694G National Provider Code: 45368 Level 4,225 Clarence Street, Sydney, NSW 2000 Phone: (02)