Managing customers
Crown
Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus:
116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 1 of 19
BSBCUS501 Manage Quality Customer Service
Assessment Task 1 – Written Responses and Project
PART A
Task summary
You are required to answer all of the following 26 questions. You need to answer all of the
written questions correctly. Please answer the questions using word processing software.
Required
• Access to student workbook/other learning materials
• Computer and Microsoft Office
• Access to the internet
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed
the task satisfactorily.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 2 of 19
Written answer question guidance
The following written questions use a range of “instructional words” such as “identify” or “explain”, which
tell you how you should answer the question. Use the definitions below to assist you to provide the type of
response expected.
Note that the following guidance is the minimum level of response required.
Analyse – when a question asks you to analyse something, you should do so in detail, and identify important
points and key features. Generally, you are expected to write a response one or two paragraphs long.
Compare – when a question asks you to compare something, you will need to show how two or more things
are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to
write a
response one or
two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things
are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a
response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or
features and express some form of critical judgement. Generally, you are expected to write a response one or
two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities or
features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should put forward arguments for and
against something. Generally, you are
expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should
provide a detailed response with key points and features and provide critical analysis. Generally, you are
expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something
happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe
the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information in
a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally,
you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the
main points. Generally, you are expected to write a response a few sentences long.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 3 of 19
Provide answers to all of the questions below:
1. Explain the purpose of the Australian Consumer Law and how it protects consumers’
rights.
2. Outline the consumer guarantees that apply for both products and services under the
Australian Consumer Law.
3. List the types of products and services covered by the consumer guarantee.
4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are
provided.
5. Discuss whether consumers are legally entitled to a refund or replacement if they
change their mind when buying a product or service.
6. Discuss the statement below in relation to guidelines about consumer guarantees.
Provide an example to illustrate your answer.
“Some suppliers or manufacturers tell the consumer an extended warranty
provides extra protection, which the consumer would not have unless they buy it.”
7. Explain what information is commonly found in an organisation’s complaints policy
and procedure.
8. List at least two benefits of an effective complaint handling system for businesses
and consumers and the standard steps that you would use to effectively deal with a
customer complaint.
9. A retailer wishes to establish a consistent welcome procedure for sales staff to follow
when a potential client enters the sales room. Document, using bullet points, a
standard procedure that the salespeople could follow.
10. Explain the concept of service standards and their importance. Identify two examples
of services standards.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 4 of 19
11. Explain why a company committed to best practice customer services may choose to
measure its service standards.
12. Explain the concept of public relations as a method of marketing communication. In
your answer, explain how it can be used as a form of product and/or service
promotion.
13. Describe five methods through which a company can promote its products.
14. Explain how customer service can impact on the public relations image of a company.
15. Explain how verbal communication barriers with customers can be handled
effectively.
16. Explain how you can overcome barriers to communication with customers who are
hearing impaired.
17. Explain how you can overcome barriers to communication with customers who are
sight impaired.
18. Outline four key ways of providing excellent
customer service.
19. Explain why an unhappy customer is not good for business.
20. Explain the importance of understanding customer behaviour and two techniques
that can be used to analyse customer behaviour.
21. Explain three research methods that a business could use to find out about customer
needs. .
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 5 of 19
22. Explain the importance of monitoring complaints, including how keeping records of
complaints can help the organisation better its customer service approach.
23. Explain the purpose of a CRM and how it can help organisations manage and improve
their customer service information and relationships.
24. Identify two strategies that an organisation can use to gather feedback from its
customers.
25. Social media is a powerful tool. Explain how an organisation can use it to monitor and
manage customer service relationships.
26. Explain two further strategies that can be used to monitor, manage and introduce
ways to improve customer service relationships.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 6 of 19
Part A Checklist
Did the student provide a sufficient and
clear answer that addresses the
suggested answer for:
Completed
successfully Comments
Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13
Question 14
Question 15
Question 16
Question 17
Question 18
Question 19
Question 20
Question 21
Question 22
Question 23
Question 24
Question 25
Question 26
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 7 of 19
PART B
Task summary
For this assessment task you are required, in the role of Operations Manager of Ozhouse Clean,
to research and develop a customer service strategy for the company. Your strategy will need to
be discussed with, and agreed on by, senior management.
Required
• Computer and Microsoft Office
• Access to the Internet for research
• Access to consumer legislation/regulations/codes of practice at the following web sites:
http://www.accc.gov.au/consumers
http://www.australia.gov.au/information-and-services/business-and-industry/consumer-
rights
• Customer Service Strategy Template
Submit
• Regulations report and your
customer service strategy.
• Revised customer service strategy and screen shot attached.
• Print out of the email of your assessors feedback
Assessment criteria
For students’ performance to be deemed satisfactory in this assessment task, they must
satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily
completed they will
be asked to complete further assessment to demonstrate competence.
http://www.accc.gov.au/consumers
http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights
http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 8 of 19
Carefully read the following:
Ozhouse Clean is a cleaning services company based in Melbourne. The company offers professional,
residential cleaning services, including regular home cleans, as well as spring cleans.
The company’s mission, vision, values and objectives are as follows:
Mission
Ozhouse Clean is committed to providing the highest quality residential and commercial cleaning services
available by exceeding the expectations of our clients.
Vision
We are constantly working to establish ourselves as the most respected and sought-after contract
cleaning and facilities support service in Melbourne.
Values
Respect: taking time to understand and value each of our customers and respecting their choices.
Responsibility: acting with integrity towards our staff, our customers, the community and the
environment.
Caring: a duty of care for our staff, customers and the environment.
Excellence: to always look to provide the best quality experience with regards to our cleaning and our
customer service.
Integrity: to act with honesty, openness and do what we say we will do.
Innovation: to be industry leaders.
Objectives
Our key objectives and that are fundamental to our business in delivering world-class cleaning and
customer service, are as follows:
• Provide our customers with a professional and friendly service.
• To increase the number of clients by 10% each year.
• Meet or exceed the expectations of customers.
• Implement best practice in cleaning operations, including environmentally sustainable practices.
Currently 70% of the company’s customers are residential customers. Most of these customers are full-
time workers, needing cleaning services because of their busy lifestyle. Most customers use regular
cleaning services (either once a week or twice a week for 3 – 4 hours).
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 9 of 19
The company also has a small number of commercial contracts for cleaning. Generally, these involve
cleaning staff going in each evening for 2 hours to clean the office.
Regular services are priced at $35 per hour and the market is very sensitive to price and quality of service
delivered.
The company does not currently have a customer service strategy. As part of the current strategic
planning process and overall drive to achieve excellence within the company you, as the Operations
Manager (responsible for a team of staff including call centre operators and the cleaning team), have
been tasked with the responsibility to develop a customer service strategy and a customer service
charter that aligns with the company’s strategic plan mission, vision and objectives. All customer services
strategies need to be implemented during upcoming year and a priority assigned.
The management team has developed a key principle on which the customer service strategy is to be
based:
We listen to our customers, understand their needs and deliver services to meet these needs.
The management team has advised that all strategies must come from that principle and that strategies
must also address (but not be limited to) the following key areas:
• Staff training: currently staff are not trained in customer service
• Customer feedback mechanisms: there are no formal mechanisms in place for customers to
provide feedback
• Quality and consistency of service provided: while the company does not receive many
complaints, most of them relate to customers being unhappy with the level or detail of cleaning
provided. A quality assurance mechanism needs to be in place to be able to check that the
cleaning completed will be satisfactory to the customer. This is currently not in place.
• Development of a customer service charter: the company wants to tell customers about what
they can expect, how they can provide feedback and the complaints process.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 10 of 19
Complete the following activities:
1. Write a regulations report.
Use the Internet to find out about legislation and regulations that the company needs
to abide by in its delivery of services and ensure that this information is incorporated
into the development of customer service strategies.
In step 4 you will need to provide an overview of the legislative and regulatory
context at the meeting with staff so ensure you make notes to guide your delivery of
the information to staff.
Use the Internet to find examples of customer service strategies developed by other
companies. Make notes on your findings.
Using secondary sources of information, research, identify, investigate and assess
likely key customer needs in relation to cleaning services, including as a minimum
quality of service, cost of service and response times from booking of service to
completion.
Your report should be between half a page and one page in length.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 11 of 19
2. Develop a customer service strategy
Research options for customer service strategies and customer needs
The customer service strategy must clearly reflect the customer needs you have
identified and show how these needs will be satisfied through the service provided.
The strategy should also document specific actions, priority and performance
indicators. Make sure you consider the organisation’s mission, vision, values and
objectives when developing the strategy.
Use the Customer Service Strategy Template to guide your work.
You will modify this document following a meeting with the Management Team, so
save this version as Draft Customer Service Strategy.
3. Send an email to the management team (your assessor).
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments.
The email text should advise the management team that you would like to set up a
meeting to discuss the documents.
It should include a brief statement of the purpose of the meeting and the date and
time and duration for the meeting (the meeting will be approximately 30 minutes).
Attach your regulations report and your customer service strategy to the email.
4. Meet with management.
At the meeting you will discuss and confirm the customer service strategy with the
General Manager (your assessor).
At the meeting, you will be required to:
• Explain the importance of customer service, as well as legislation and regulations
key to customer service
• Explain each of the strategies and actions in the new customer service strategy
• Explain how strategies and actions will assist in achieving the key customer
service principles, as well as strategic mission, vision and objectives.
• Explain how your plans achieve the quality, time and cost specifications that the
company has agreed to uphold for customers.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 12 of 19
During the meeting, demonstrate effective
communication skills including:
• Speaking clearly and concisely
• Using non-verbal communication to assist with
understanding
• Asking questions to identify required
information
• Responding to questions as required
• Using active listening techniques to confirm understanding
Your assessor (in the role of the General Manager) will provide you with feedback on
your strategy, which you will incorporate into the document.
5. Revise your customer service strategy.
Following the meeting, incorporate your General Manager’s feedback into your
customer service strategy.
Save this draft of the document as Revised Customer Service Strategy.
6. Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub
folders if necessary.
All of the documents that you have submitted for this assessment task should be
correctly named and filed.
Folders must be logical and well-organised, and you will be assessed on this.
The screen shot should show all the folders and documents using the naming
conventions shown below.
7. Send an email to the management team (your assessor).
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should summarise the meeting’s outcomes and introduce and summarise the
contents of the attachment.
Attach your revised customer service strategy and screen shot to the email.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 13 of 19
Part B Checklist
Did the student:
Completed
successfully Comments
Yes No
Outline the legislative and regulatory context of the
organisation relevant to customer
service?
Identify, investigate and assess customer needs
through research and reflect these needs in the
customer service
strategy?
Develop a customer service strategy in the required
format that includes appropriate strategies and
actions to achieve the strategic vision, mission and
objectives and key customer service principles?
Identify suitable actions, priority and performance
indicators within the customer service strategy to
achieve agreed quality, time and cost specifications?
During the meeting, demonstrate effective
communication skills including:
• Speaking clearly and concisely
• Using non-verbal communication to assist with
understanding
• Asking questions to identify required
information
• Responding to questions as required
• Using active listening techniques to confirm
understanding
Incorporate feedback as provided by the
management team into the final customer service
strategy?
Manage records effectively by creating appropriate
folders and storing all files?
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 14 of 19
PART C
Task summary
As the Operations Manager responsible for ensuring delivery of quality services, students will
review a sample of quotes provided by customer service staff to customers.
Once they have completed their analysis, they will meet with the customer service team to
discuss any issues that they identified through their review, and actions to be taken to ensure
quality customer service. They will also be required to demonstrate their ability to problem-solve
through the provision unexpected information provided by their customer service team and to
update and implemented customer service policy and procedures accordingly.
Required
• Computer and Microsoft Office
• Access to the Internet for research
• Customer Emails and Responses
• Customer Service Policy and Procedures
• Ozhouse Clean List of Services
• Two classmates to play team members
Submit
• Customer service analysis.
• Revised Customer Service Policy and Procedure.
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily
address all of the assessment criteria. If part of this task is not satisfactorily completed, you will
be asked to complete further assessment to demonstrate competence.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 15 of 19
Complete the following activities:
1. Write a customer service analysis
Review all of the following documents:
• Customer Emails and Responses sent by the customer service staff.
• Customer Service Policy and Procedure.
• Ozhouse Clean List of services
Review the information given on delivery of company services according to quality
and delivery standards. Check whether the response times for the delivery of quotes
is in accordance with timelines specified in the Customer Service Policy and
Procedures.
Check whether the information provided within the quote is correct as per the
Ozhouse Clean List of Services.
Make notes on variances in response times or correctness of information. This
information will need to be shared at the meeting with staff.
Identify and make notes on actions to address identified issues with response time or
correctness of information to discuss with the staff member at a meeting. This should
be both immediate action/s or actions to be completed over a period of time.
This review will help you determine whether the information contained in the quotes
is correct and has been sent to customers according to the required timelines.
Your analysis should be about one page.
2. Conduct service delivery analysis meeting
Meet with your customer service team (your assessor and two classmates) to share
what you learned when developing your customer analysis:
• Outline response timelines and information requirements as included in the
Customer Service Policy and Procedures and List of Services.
• Explain any variances identified through your review of the email
correspondence.
• Outline your proposed actions.
• Open the meeting to discuss your proposed actions.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 16 of 19
At the meeting, your team will give you some unexpected information and ask you
some questions, which you will need to discuss. Work with the team to identify
additional or revised actions and suggestions to their challenges. These should be
discussed in the meeting and then confirmed in the email you will write in the
following activity.
During the meeting, demonstrate effective communication skills including:
• Speaking clearly and concisely
• Using non-verbal communication to assist
with understanding
• Asking questions to identify required information
• Responding to questions as required
• Using active listening techniques to confirm understanding
3. Research team training
Based on the information you received at the meeting, it is clear there is an area of
training required for the customer service team.
Use the Internet to look for some suitable short courses that you could send the team
to. Write down the names and contact information for two courses/sessions. These
may be in-person training in your local area or city, or they may be online webinars or
courses/sessions.
Also research some communication strategies on reputable Internet websites that
you can provide to the team in the meantime. These might be fact sheets, websites,
videos and so on. Locate at least three good sources of information.
4. Revise Customer Service Policy and Procedures
Make some changes to the Customer Service Policy and Procedures that reflect the
concerns of the team. Add some information about the communication techniques
you researched, summarising (not copying) the information you found. The customer
service team should be able to use the policy and procedure as they are working with
customers to ensure best practice in customer service.
5. Send an email to the customer service team (your assessor).
You are required to send an email to the customer service team, summarising the
meeting outcomes, as well as all agreed actions.
It must summarise the adjustments you made to the Customer Service Policy and
Procedure in light of the information given by the team during the meeting and the
answers to questions you provided to their challenges. Attach the revised document
and make sure the team understand that the revised policy will be implemented
immediately.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 17 of 19
Your email must include the information you researched on the Internet. Depending
on how the information is presented online, you may need to attach files or copy and
paste links to specific web pages.
Also choose one training course/session you identified at step 3 and tell the team they
will be receiving training. Explain the training they will attend and how it will help
them and the organisation. Pick a date of your choice for when they will receive the
training.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment.
Attach your customer service analysis to the email.
6. Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub
folders if necessary.
All of the documents that you have submitted for this assessment task should be
correctly named and filed.
Folders must be logical and well-organised, and you will be assessed on this.
The screen shot should show all the folders and documents using the naming
conventions as provided in Assessment Task 2.
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 18 of 19
Part C Checklist
Did the student:
Completed
successfully Comments
Yes No
Check that services are being delivered according
to customer service standards, including
monitoring the performance of the team against
required customer service standards?
Ensure the delivery of services to required
customer services by identifying suitable actions
to address underperformance?
Assist the team to achieve the required standards
by confirming required standards, explaining the
underperformance and outlining actions
required?
During the meeting, demonstrate effective
communication skills including:
• Speaking clearly and concisely
• Using non-verbal communication to assist
with understanding
• Asking questions to identify required
information
• Responding to questions as required
• Using active listening techniques to confirm
understanding
Used research to acquire appropriate training
resources to meet customer service needs?
Used resources to provide quality customer
service?
Adjust services/customer service standards
according to consultation with the team?
Review and update the Customer Service Policy
and Procedure with information that will assist
the customer service team to provide better
service?
Ensure best practice in customer service will be
Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 Tel: +612 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 Tel: +612 8959 6340 F 02 9955 3888
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen ACT 26 17 Tel: +612 6253 5184
© RTO Works 2019 – BSBCUS501 Assessment Task 1 v.3.0 Page 19 of 19
Did the student:
Completed
successfully Comments
Yes No
delivered to customers?
Make decisions to adjust customer service
practice in consultation with the team?
Implemented customer service policies and
procedures?
Manage records effectively by creating
appropriate folders and storing all files?