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BSBCUS501 Manage quality customer service
ASSESSMENT
CONTACT
(Required.)
Learner First Name
Learner Surname
Learner Date of Birth
Learner Email Address
Learner Phone Number
ASSESSOR'S NAME
Nicole Taylor
Other
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
OBSERVATION ASSESSMENT - Unit Elements
(Required.)
Plan to meet internal and external customer requirements
1.1 Investigate, identify, assess, and include the needs of customers in planning processes
1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers
Describe relevant tasks/real experience you undertake in the workplace to verify your competence to this unit element:
Ensure delivery of quality products and services
2.1 Deliver products and services to customer specifications within organisation’s business plan
2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards
2.3 Help colleagues overcome difficulties in meeting customer service standardsEnsure delivery of quality products and services
2.1 Deliver products and services to customer specifications within organisation’s business plan
2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards
2.3 Help colleagues overcome difficulties in meeting customer service standards
Describe relevant tasks/real experience you undertake in the workplace to verify your competence to this unit element:
Monitor, adjust and review customer service
3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards
3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services
3.3 Develop, procure and use resources effectively to provide quality products and services to customers
3.4 Make decisions to overcome problems and to adapt customer services, products and service delivery in consultation with appropriate individuals and groups
Describe relevant tasks/real experience you undertake in the workplace to verify your competence to this unit element:
PORTFOLIO ASSESSMENT (tick) - Evidence List
AT 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 service
Developing and reviewing customer service plans, policies and procedures
Dealing with complex customer complaints
Solving problems that lead to poor customer service
Monitoring and assisting teams to meet customer service requirements
Developing and procuring resources to support quality customer service delivery
Emails supporting quality customer service
Case studies
Other documents
HOW 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
ORAL/WRITTEN QUESTIONS ASSESSMENT
Answer 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?