BSBCUS501 Manage quality customer service ASSESSMENT Question Title CONTACT (Required.) Learner First Name Learner Surname Learner Date of Birth Learner Email Address Learner Phone Number Question Title ASSESSOR'S NAME Nicole Taylor Other Question Title PERFORMANCE EVIDENCE (tick) (Required.) Develop and manage organisational systems for quality customer service Develop and review plans, policies and procedures for delivering and monitoring quality customer service Implement policies and procedures to ensure quality customer service Solve complex customer complaints and system problems that lead to poor customer service Monitor and assist teams to meet customer service requirements Develop, procure and use human and physical resources to support quality customer service delivery Question Title OBSERVATION ASSESSMENT - Unit Elements (Required.) Plan to meet internal and external customer requirements1.1 Investigate, identify, assess, and include the needs of customers in planning processes1.2 Ensure plans achieve the quality, time and cost specifications agreed with customersDescribe relevant tasks/real experience you undertake in the workplace to verify your competence to this unit element: Ensure delivery of quality products and services2.1 Deliver products and services to customer specifications within organisation’s business plan2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards2.3 Help colleagues overcome difficulties in meeting customer service standardsEnsure delivery of quality products and services2.1 Deliver products and services to customer specifications within organisation’s business plan2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards2.3 Help colleagues overcome difficulties in meeting customer service standardsDescribe relevant tasks/real experience you undertake in the workplace to verify your competence to this unit element: Monitor, adjust and review customer service3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services3.3 Develop, procure and use resources effectively to provide quality products and services to customers3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groupsDescribe relevant tasks/real experience you undertake in the workplace to verify your competence to this unit element: Question Title PORTFOLIO ASSESSMENT (tick) - Evidence ListAT LEAST ONE BOX MUST BE TICKED WITH ATTACHMENTS EMAILED TO TRAINER (Required.) Assessment activities Completed Final Assessment Supporting workplace portfolio documents may include the following:Developing, implementing and managing organisational systems for quality customer serviceDeveloping and reviewing customer service plans, policies and proceduresDealing with complex customer complaintsSolving problems that lead to poor customer serviceMonitoring and assisting teams to meet customer service requirementsDeveloping and procuring resources to support quality customer service deliveryEmails supporting quality customer serviceCase studiesOther documentsHOW TO COMPLETE: Please list the evidence you can provide and send the attachments via email to nicole @gtsw.com.au with the Subject: UNIT CODE - PORTFOLIO EVIDENCE Question Title ORAL/WRITTEN QUESTIONS ASSESSMENTAnswer the following questions with a minimum of 50 words per question (Required.) Outline the legislative and regulatory framework that your organisation takes into consideration in relation to customer service. Describe your organisation’s policies and procedures for customer service including handling customer complaints. Research the recommended service standards and best practice models which relate to the industry in which your organisation operates and comment on the level your organisation has achieved in comparison to best practice. In relation to developing positive public relations, how does your organisation promote its products and/or services? Given a brief to promote products and/or services in your company, how you would develop this, taking into account budget, clientele etc. Outline techniques your organisation utilises for dealing with customers including customers with specific needs Techniques for solving complaints can be developed from investigating: · customer behaviour· customer needs research· customer relations· ongoing product and/or service quality· problem identification and resolution· quality customer service delivery· record keeping and management methods· strategies for monitoring, managing and introducing ways to improve customer service relationships· strategies to obtain customer feedback.How does your organisation address the above list? How is this information used to improve customer service? Done