Student Assessment Guide BSBCUS501 Manage Quality Customer Service Address: Level 7, 16-18 Wentworth Street Parramatta NSW 2150 Phone : XXXXXXXXXXEmail : XXXXXXXXXX Web: www.trinityinstitute.edu.au...

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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 : [email protected] 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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You have the right to distribute unlimited copies of this Product to your students or internal staff, limited to only for educational purposes; however, you must not: 1. reproduce this Product or produce other assessment resources based on this Product 1. share this Product with any other external person or entity other than your students and internal staff through physical or electronic including online access 1. use this Product for any other purposes than education (e.g. assessing student competency, conducting validation and moderation activities, etc.) 1. resell this Product to any party of individual use this Product without affixing the following statement in each copy of a modified, adapted, customised or contextualised version of this Product that is distributed electronically or in a physical format to your target learner audience: “The assessment activities and information in this guide are derived from the BSBCUS501 Manage Quality Customer Service assessment resources provided by VET Fair. VET Fair owns all copyright to this information and the intellectual property of this resource remains with VET Fair.” Breaches of this copyright will result in VET Fair claiming for loss of sales. 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
Answered Same DayDec 03, 2021BSBCUS501Training.Gov.Au

Answer To: Student Assessment Guide BSBCUS501 Manage Quality Customer Service Address: Level 7, 16-18 Wentworth...

Tanmoy answered on Dec 07 2021
142 Votes
Student Assessment Workbook
    
    BSBCUS501
Manage Quality Customer Service
    
    
    
    Student Full Name:
    Gopi Subramaniam
    Student ID:
    
    Date Submitted:
    7th December, 2020
    Address: Level 7, 16-18 Wentworth Street Parramatta NSW 2150
Phone : 02 8401 2660 Email : [email protected]
Web: www.trinityinstitute.edu.au
BSBCUS501 Student Assessment Workbook | Student ID:        
Assessment Information
Welcome to your Student Assessment Workbook for BSBCUS501Manage Quality Customer Service.
This Student Assessment Workbook is where you will write all your responses for the knowledge questions and simulation tasks. Please refer to the Student Assessment Guide for more information.
This assessment has the following two events:
    Assessment Event 1 – Knowledge Questions:
    There are five questions that will provide us with evidence of your general knowledge of legislation and principles with customer service.
    
    Assessment Event 2 – Simulation: Shabby College
    You will complete a number of tasks that will provide us with evidence of your skills with planning, implem
enting, 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.
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.
Please note that your responses for both assessment events can (where appropriate) use dot point format. See below 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 that you will be conducting the presentation in.
To Achieve Competence
To be deemed competent for this unit, you will need to meet the following requirements:
· 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.
Pre-assessment Checklist
Your assessor will go through the assessment for this unit,BSBCUS501Manage Quality Customer Service. It is important that you understand this assessment before taking on the questions and tasks. To confirm that you have been given this overview, we ask you to complete the following Pre-Assessment Checklist.
You are required to carefully read each checklist item provided below and tick either ‘Y’ to confirm your understanding or ‘N’ if you disagree. In case you disagree with an item, please provide your reason under the ‘Comments’ column.
When you have done this, we ask you to sign this Pre-Assessment Checklist. This acknowledges that your Trainer/Assessor has discussed all of the information with you prior to undertaking this assessment.
    Pre – assessment Checklist
    Comments
    Y
     N
    I, the student, understand the purpose of the assessment.
    
    Y
     N
    I understand when and where the assessment will occur, who will assess and in what format the assessment will be submitted.
    
    Y
     N
    I understand the methods of assessment.
    
    Y
     N
    I understand what resources are required to complete this assessment.
    
    Y
     N
    I understand the performance level required for each assessment event.
    
    Y
     N
    I understand that it must be my own work. I have been explained and understand the serious consequences in case this work is found plagiarised.
    
    Y
     N
    I understand the process if I am deemed not yet competent.
    
    Y
     N
    I understand the feedback process and the appeals process.
    
    Y
     N
    The assessor has discussed with me if I have any special needs and if so what arrangements have been made.
    
    Student Full Name
    
    Student ID
    
    Student Signature
    
    Date
Assessment Event 1 – Knowledge Questions
The information contained in this section 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.
Note you must answer these questions in your own words. Remember, you must get a satisfactory result with each question to be deemed satisfactory for the whole of Assessment Event 1.
Question 1
In the table below describe legislations and their application to an organisation.
Write your response into the table:
    Legislation
    Explanation
    Application to organisation
    Disability Discrimination Act 1992
    As per this act it is declared as unlawful and illegal to discriminate against any person or any particular race. Also, if anyone discriminates against any other person in an public place, in education sectors, during employment, while getting or using any service, renting or buying a house and improper treatment of people with disability while accessing any public place will be prosecuted by the Disability discrimination law1992.
    The main objectives of this act are to:
1. Elimination of discrimination against the disabled people
2. Promoting the principle within the community of accepting the disabled people of the community with the equivalent fundamental rights as all the other members of the society.
3. It also guarantees that the disabled people of the community have the same right of equality in the legal framework which is similar to other people of the society.
    Sex Discrimination Act 1984
    This act gives protection to the women against any forms of discrimination and establishes the act under the Australian obligation under the International Convention on women safety and under certain aspects of International Labour Organization (ILO) Convention 156
    The main objectives of this act are as follows:
1. Promotion of equal opportunity for both men and the women
2. Elimination of the discrimination against the women based on sex, marital status, pregnancy, dismissals and responsibilities towards the families.
3. It helps to eliminate and protect the women against sexual harassments in the workplace, educational institutions, during delivery of goods and services, commonwealth programs and in terms of housing.
    Age Discrimination Act 2004
    The act also provides for optimistic discrimination which provides people of a certain age who experience few difficulties at this age. It provides exemptions in certain areas like superannuation, tax provisions, social security, migration, the state laws and the health related programs
    The main objectives of this act are as follows:
1. It helps to ensure that the people of a certain age cannot be treated less favorably that other common people of the community in various areas of public life which includes employment, education sector, in terms of goods and services, administration of commonwealth laws and programs.
Question 2
In the table below summarise product promotion and public relations.
Write your response into the table:
    Promotion
    
    
    Components
    Attributes
    Importance to customer service
    Promotion marketing
    Increase the product awareness
Creation of interest
Generating higher sales
Creating enhanced brand loyalty
    The benefits and the advantages of the products and services are delivered to the customers.
    Advertising
    It comprises of all the activities that include presentation to non-personal association, verbal or illustration, openly sponsored identified message with respect to a product, plan or service.
    1. Delivery of value creation for the customers
2. It helps to establish the relationship approach between the organization and the customers.
    Personal selling
    It is one of the most effective tool for promotion of products
There is possibility of modifications and alternations properly
Establishing a long lasting and sustainable relationship
Assisting in recognition of the customer demands
    1. It helps to create customer attention where the interest of the customers can easily be assessed under personal selling
2. It helps to provide expert advices for growth
    Publicity
    It is a free medium to attract the customers
There is no possibility of repetitions from the competitors
There is involvement of third party as the entire publicity is delivered by them
    The importance to customers are:
1. Closeness of the corporations and organizations
2. It helps to deliver better experience to the customers
    Public Relations
    
    
    Component
    Attributes
    Importance to customer service
    Public Relation
    -Helps in edification of relationships
-It helps in collection of information and data
-It helps to recognise and identify awareness and knowledge to the customers and for the organization
    It helps in Direct communication and announcement to the organizations
Question 3
Identify service standards and best practice models.
Write your responses here:
Below are the service standards and best practice models that must be established by the company:
1. Building customer relationship: It helps in the ability to understand the customers’ demands, preferences and needs; to be polite and respectful towards the customers, greet and acknowledge them appropriately; it also helps the companies to learn and establish prospective and consistent relationships with the clients.
2. Staffs: The staffs needs to deliver their best and the most efficient service possible which must be beyond the expectations of the customers on a consistent basis; the staffs must be trained to hone their skills and experiences and improve on the...
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