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Student Assessment Guide BSBCUS501 Manage Quality Customer Service Address: Level 7, 16-18 Wentworth Street Parramatta NSW 2150 Phone : 02 8401 2660 Email : info@trinityinstitute.edu.au Web: www.trinityinstitute.edu.au BSBCUS501 Student Assessment Guide Intellectual Property Statement VET Fair (ABN 44 983 956 589) is a provider of educational products and services for the vocational education and training (VET) sector. By purchasing the ‘BSBCUS501 Manage Quality Customer Service’ assessment resources (“Product”), you are entitled to use it for educational purposes only, but the intellectual property remains with VET Fair. This Product includes the following components: · Assessor Guide · Student Assessment Guide · Student Assessment Workbook · any other material to support the implementation of the Product (e.g. policy and procedures, templates, etc.). VET Fair owns all copyright to the Product as subject to the provisions of the Copyright Act 1968. 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Table of Contents Assessment Information1 Assessment Event 1 – Knowledge Questions3 Question 13 Question 23 Question 33 Question 44 Question 54 Assessment Event 2: Shabby College Simulation5 Task 1: Plan to meet internal and external customer requirements5 1.1 Review documents on customer service5 1.2 Analyse documents5 1.3 Identify strategies to improve customer service6 1.4 Develop a draft Customer Service Plan6 1.5 Communicate Customer Service Plan with customers6 Task 2: Ensure delivery of quality products and services7 2.1 Develop budget for Customer Service Plan7 2.2 implementation of customer service policy and procedures7 2.3 Implementation of staff support strategy7 2.4 Monitor team performance7 Task 3: Monitor, adjust and review customer service8 3.1 Develop strategies to obtain customer feedback and monitor progress8 3.2 Use strategies to monitor progress in achieving targets8 3.3 Develop and procure resources8 3.4 Manage records, reports and recommendations8 Appendix A: Shabby College Simulation9 Shabby College Simulation Background9 Simulation Phases10 Your Role in the Simulation10 Phase 1:10 Phase 2:10 Phase 3:10 Assessment Conditions for the Observation11 Appendix B: Observation Check Sheets12 Assessment Information Welcome to your Student Assessment Guide for BSBCUS501 Manage Quality Customer Service. This Guide provides you with information on the assessment particularly what you have to do and to what level of performance. This assessment has the following two events: Assessment Event 1 – Knowledge Questions There are two questions that will provide us with evidence of your general knowledge of legislation and principles with customer service. This assessment is completed in your own time and by a submission date provided by your Assessor. You may use support material in the development of your responses, but you must indicate the source. In addition, you must not ‘cut and paste’ content from your source, rather, use your words, unless it is a direct quote. Assessment Event 2 – Simulation: Shabby College You will complete a number of tasks that will provide us with evidence of your skills with planning, implementing, monitoring Customer Service Plan for the College. These tasks will be based on your role of Customer Service Manager in a simulation with an organisation that offers a Diploma of Business program. To complete the Simulation, you will need to refer to the following resources: Standards for Customer Service This document is used in Task 1.1 where you will review the approach taken by the College with customer service. Budget Plan Template This document is used in Task 2.1 where you will plan the expenses for delivering customer service. February Data and Information This folder is used in Task 1.1 where you will review the current performance with the Trainer, Student Support Officer, materials, informal feedback from staff and students, attendance records. March Data This folder is also used in Task 2.4 where you will review new data on performance with the Trainer, Student Support Officer, materials and attendance records. April Data This folder is used in Task 3.2 where you will review the current performance with all staff, resources and pricing. Remember, you do not type your responses in this Student Assessment Guide, but use the Student Assessment Workbook, which is a separate document. This document is simply a guide to explain what you are required to do, and by doing so, this will assist you to perform at your best. Please note that your responses for both assessment events can (where appropriate) use dot point format. See below for an example of a dot point response and a full sentence response. Dot point format Presentation Plan includes the following: · outcomes · needs of the audience · context. Full sentence format When you are preparing for a Presentation, there are a number of tasks that must be carried out. These are; listing the outcomes that you want to achieve, followed by the identification of the needs of your audience. When you have completed these two tasks, you then check on the room you will be conducting the simulation in etc. Performance required · complete all of the questions and tasks listed in the Student Assessment Workbook · meet all the requirements listed in this Student Assessment Guide · your responses to the questions and tasks must be relevant, accurate and specific · submit your completed Student Assessment Workbook to your Assessor within the set timeframes · your work must be in your own words · where you use an external source of information, you must provide citation. Please be aware that your Assessor is here to provide you with the necessary support throughout the assessment process. If you have questions, then contact them for guidance. Assessment Event 1 – Knowledge Questions The information contained in this assessment event lists the questions that you will need to develop a written response. These questions are theoretical and provide evidence of your understanding of the impact of legislation on an organisation’s customer service and the principles of promotion and publicity. Each question includes the requirements which indicate what you have to do and the depth of your response to achieve a satisfactory result. Question 1 In the table below describe legislations and their application to an organisation. R 1. list and explain three legal requirements related to customer service: · include the correct title and date of their primary legislations and legislative instruments · summarise the key provision of each requirement · provide an example of its application R 2. word count is approximately 50 words. Legislation Explanation Application to organisation Question 2 In the table below, summarise product promotion and public relations. R1. provide a description of the attributes of each component R2. provide an explanation of the importance to customer service R3. word count is 100 words for each component. Promotion Components Attributes Importance to customer service Promotion marketing Advertising Personal selling Publicity Public Relations Component Attributes Importance to customer service Public Relation Question 3 Identify service standards and best practice models. R 1. list five principles of customer service R 2. word count is approximately 50 words. Question 4 Outline techniques for dealing with customers. R 1. describe three techniques R 2. one technique must address customers with specific needs R 3. word count is approximately 50 words. Question 5 In the table below, explain techniques for solving complaints. R 1. explain one technique for each principle listed R 2. word count is approximately 40 words for each principle. Principle Explanation of Principle Technique Customer behaviour Customer needs research Customer relations Ongoing product or service quality Problem identification and resolution Quality customer service delivery Record keeping and management methods Assessment Event 2: Shabby College Simulation In this assessment, you will undertake a number of tasks associated with reviewing customer service levels and implementing a Customer Service Plan for Shabby College. In this simulation, you will perform the following actions: · plan to meet internal and external and external customer requirements · ensure delivery of quality products and services · monitor, adjust and review customer service. Please ensure that you familiarise yourself with this set of requirements that underpin this simulation. This includes understanding the background of the simulation and the criteria you will be assessed on. These are located in the Appendix of this document. Task 1: Plan to meet internal and external customer requirements In this task, you will review the documentation on customer service levels in the organisation. You will then analyse the data and information provided and develop a Customer Service Plan to meet the needs of clients. 1.1 Review documents on customer service R 1. review the data and information on customer service in the College: · list a minimum of five features with the products and services · list five key concerns raised in the student box from customers · produce Excel graphs on attendance, Trainer, Student Support Officer and Materials data · list four key concerns that arose from the focus group with customers R 2. word count is not critical. 1.2 Analyse documents R 1. analyse the customer service data and information: · using the table, identify and list a minimum of six current problems · problems must specify areas of customer service delivery R 2. using the table, provide a minimum of two root causes for each problem R 3. word count is approx. 200 words Problems with customer service Root cause of problems 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 1.3 Identify strategies to improve customer service R