Assessment Cover Sheet

Student Name
Student ID GI
Unit Code / Unit BSBCUS501 Manage quality customer service
Name
Assessment No. 2
Date of Submission

Student Declaration:
I certify that:
 I declare that the work submitted is my own, and has not been copied or plagiarised
from any person or source.
 I have read the Assessment and Student Handbook and I understand all the rules and
guidelines for undertaking assessments.
 I give permission for my assessment material to be used for continuous improvement
purposes.

Student Signature:------------------------------------------------------
Date:-------/-------/-------

Result: □ Satisfactory | □ Not Satisfactory

Trainer/Assessor Feedback

Student Declaration: I declare that I Trainer/Assessor Declaration: I declare that

have been assessed in this unit, and I I have conducted a fair, valid, reliable and flexible
have been advised of my result. I also am assessment with this student, and I have provided
aware of my appeal rights. appropriate feedback
Name: ____________________________ Name: ____________________________
Signature: ____________________________ Signature: __________________________
Date: ____/_____/____ Date: ____/_____/_____

Tear off from

here………………………………………………………………………………………………….............................................
................................

Assessment Acknowledgement Receipt

Student Name: Student ID: GI

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 Assessment No:
Unit Code /Name: BSBCUS501 Manage quality customer service
2
Trainer/Assessor Signature: Date:

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Assessment Task 2 BSBCUS501

Assessment Task 2 - Manage and develop

team
Performance objective
The candidate will demonstrate the ability to ensure delivery of quality service
through handling customer complaints, monitoring team performance, and
intervening to develop team abilities to overcome difficulties in providing quality
customer service. The Assessment Task is due on the date specified by your
assessor.

Assessment description
You will participate in role-plays using the role play scenario of the organisation
used in assessment task 1. In role-play, you will follow procedures to handle
customer complaints and recognise areas in which you can improve the
performance of a customer service team member. You will then recommend
team member appropriately to improve their performance.

Procedure
1. You are working with the same organisation you choose in assessment
task 1.
2. Form a group of 3 students as team. Decide scenario for role play where
you are resolving customer complaint and delivering product/services to
customer.
3. In your team, each team member has to perform the role of supervisor at
least once. (You will be supervisor while other team members are playing
the role as customer and customer service officer. After one role play you
swap the roles)
4. Monitor team member’s (customer service officer) performance to make
sure it meets your organisation’s quality and customer service standards.
Fill the checklist for role play.
5. Identify deficiencies in a team member’s performance and list them on
checklist

6. Explain how you are going to help team member to improve customer
service. You can use the space provided below checklist.

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Assessment Task 2 BSBCUS501

Specifications
You must:

 participate in role-play as customer service officer and supervisor

 Fill the checklist as supervisor including observation of role play,
deficiencies and suggestion for improvement.

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Assessment Task 2 BSBCUS501

Your assessor will be looking for you to demonstrate:

● ability to consult with customers to resolve complaints using active

listening:
○ asking questions
○ paraphrasing/summarising
○ using verbal prompts
○ maintaining good eye contact (if appropriate)
● application of techniques and strategies for resolving routine and non-
routine complaints
● ability to develop team members:
○ monitor team performance to recognise areas for improvement
○ improve the team members’ ability to provide quality customer service
to customer specifications and organisational policy and procedures
○ assist team members to handle customer complaints.

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 Assessment Task 2 BSBCUS501

Role play checklist

Name of the organization:

Customer name:

Customer service officer:

Yes No N/ Comments
A
Did the customer service officer:

Greet the customer  in a courteous

and professional manner
introduce him/herself

Listen carefully to what the customer

is saying
gather all the facts about the
complaint and record the complaint as
per company’s policy
Ask questions and summarise what
customer is saying.
Apologise for any product fault or poor
service
Discuss options for fixing the problem

refer it to higher level If problem

cannot be resolved
used proper eye contact and body
language
Followed company customer service
standards

Deficiencies in a team member’s performance

How you are going to help team member to improve customer service.

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Assessment Task 2 BSBCUS501

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