CHAMBERS 88850215 Diploma of Business BSBCUSSOA Manage quality customer service @: Course 185850215 Diploma of Business Unit Details BSBCUSSO1 Manage quality customer service ‘This is a summative assessment, which requires each student to ‘Assessment TYPe | have adequate practice prior to undertaking this assessment Projects {198 Oewin Customer Sere Stands / Assessment 1 oes rcedures), asia: Customer Sores es) Assessment | vations Methods Assessment 2 dre Sonn Assessment 3 Written Assessment Student Names ‘Student 1 No: Teor Here Student Receipt ‘Sader alta th etn blow a ec Tr DRAG WT oT Sade request kee copy of sl ei wie ‘Date of Submision: | uncoge name: | asecusson manage quality aise hoi seatBSBS0215 Diploma of Business Ssachos Moog un cstomer seve ror [this unit describes the performance outcomes sls and knowledge required to develop strategies lo manage organisational systems that ensute products and services are delivered and maintained to standards agreed by the orgenisation ony managers are involved in ensuring that produets and services are delivered and maintained to standards agreed by the organisation. Typically these managers have staff involved in delivering customer service and are responsiole forthe quality of their work. In many instances the work wl occur within the organisation's policies and procedures framework A thislevel, the exercise of considerable dscetion and judgement, using a range of problem solving and decision making strateles, will be required ‘There ae no recommended pre-equiste unt fortis competency. ‘Thera are no recommended corequiste unis for ths competency,85850215 Diploma of Business BSBCUSSO1 Manage quality customer service (@) cHameers Assessment- Student Information Resource Requirements ‘+ Acces to appropriate documentation and resources normally used inthe wortpace. Assessment Outcomes ‘There ae two outomes of sazesiments:S = Satisfactory and NS = Not asfactoryeques more rinng and experience Students willbe awarded C= Competent on completion ofthe unit hen stiseg that they have complete al sessment an have provided the appropriate evidence requved to meet all cteri. the student aso ‘meet this requirement he wil reave the esl NYC= Not Yot Competent andwil be eipibe to be e-asesued in accordance with Chambers Institute ply and procedures Student Support ‘You canask your assessor you have any questions about he assessment. Your ssestor ll ony atest or Intervene during an asaestments tere sari of jury to your or one of your eas members Reasonable adjustment Students who have spec needs may be allowed resonable adjustment inline withthe Chambers site Policy and Procedures ‘Tomeetthe needs fal learners’ austen canbe made tothe way assessments ae conducted but nt to the requirement ofthe assessment The purses ofthese ashstnets isto enhance fairness ae exblity so ‘thatthe specieneeds of students can bet {xamples of resonable austments + providing addtional time for student practice the assessment tasks + presenting questions oral for student with iteracy sues +> aking question in a elevant practical contert + adapting machinery and equipment to make t more easily sad + presenting work instructions in lgrammatlcor peti form instead of words and sentences + simpliyng the design ofjob ass Insta esponsty of each assessor to assess students nee and make whatever reasonable austen are practicable to maximise students opportunity te demonstrate their competence, Inthe even that a students curently working in a suitable role (outside tel stu asestore may lo Consider contacting students workplace superior to assis nthe development of reasonable adustments tO the assessment requirements otis uni approved by the student)ernicud sess Dion of fuses Ssocueted Manag qurty comer servic w Re-assessment Re-asessment for asseements only occurs f the student hat previously submited the assesment or has ‘nase the evant session(s and has ben afforded spel consideration whichis approved by th CEO. Students il be gen an opportunity to attempt a fist reassessment (this reassessment is conducted fee of Charge). each student eto fll out and submit a reseeeement request othr waine/asessor and fam his 2 "table tie wl be arranged forthe eeasesament to ecu within 24 days ofthe completion of the unto {uestion, Shoulda dent ether not make an attempt whintistime frame [inspite fa efforts by Charnbers Itsttte, ts treners and administration tf to Rave the tent attend a reasessmet session) or the student floes not achieve a satfactory result after the fist re-azesent they wil be provided with the opporunty of ‘second ressesiment ater wich must be completed within 1 dos ofthe unsuccessful rst temo. or ‘his second attempt the student wil be charged a $200 fee Should the student til nat achieve competence afer these assessment attempt, willbe necessary fr them to reenrolin (ropes the unt of empetence at cost of $12 per study hour Assessment Appeals procedure Ifyou are unhappy wth azesaent result you can appeafr the decon to be reviewed, Detalsof this proces are Inte inthe Complaints and Agpeas Poy and Procedure which canbe accessed ‘rom the instat's webiste war chambers vic edu.28185850215 Diploma of Business BSBCUSSO1 Manage quality customer service & ASSESSMENT SUMMARY / COVER SHEET “This form tio be compte bythe ssn ond wed ia recor af tet cometary. ‘tsa sibs nr oon ons osnatelae ae tose stocesehaco set be on a BSBCUSSOL | Manage quality astra sence 7 ] assessmentittaay | Poet sinstna | acesmane (382) | projet SNS 1 a asenmert2 1 obsenation SNS 1 Assessment 1D writen Asessment SNS 1 Fal saremmen Rest forthicunt | C/G Suton Fos poe eae ee Sacre memati irri185850215 Diploma of Business [BSBCUSSO1 Manage quality customer service (CASSESSMENT1—TASK 1) HAMBERS. [AT Tanport td was ound 197 by Fred ig of Metoure, ural. ATS fst Yuck as. 1982 Ieratonl Aco 1959 Table Tray Top whe supe Caie go tale compar wth bulk eres, “hema an yous armors A388 Msi a a piste Kena TSO frmea te orginal eet ee “Thee omed campany cy atewed ts als trough one hos nd hard wok ron vers ware esponsble ovsorcing and cearng tar rcs aa on oracon code ten sweopig ou 253 foot eae 5 wel TS tet {cerns andthe commitment 0 cramer ardce uy expure eaten ofthe uses wel AET “rnp omanded rar teeta leen 0th i of 2 ether reputation continued toro, 1200 suc and del alowed the company'o estab operations ts cant leston in aver. 2005, 2 ‘soo sure ont atthe are warehouse acy war dead the sxsing te an win wo yeas athe” 320) {Eusreoot expansion omieed th unt marek ox strut, ET Topo rode eee ose doking. Tei focus on tear continue say nen cstomas wi eflcv spy chan management that constenty Universo ee EY eaparts eam ase etn lilo acknbound an outbound spent" oe 100 ‘eousbecompoiesin Ver nd Now Sout Wale. eT Tapert isn aim sted bss tht peas flat foe 0 ime Moers nals ea) tleav on ‘tnomnt rt, AY Tampa as etal anes greets wth same of ergs area an rents ‘Newsauth Wle ACT, Guess, out sural ana Western Austata, Ther vo na rergerated sere on ‘etminogsta the mast cemaning estore Aer Tampon tte rien fey ad compliance. Thorough wind employes ceifien the rarparation “dngerous gon the handng of hasseour merle and 320 lesen or rps anda oes sme a the ‘Pander pogrms tates fer wane for vero sa gringcompoy in ting county, AT Transport share rea ngls commitment salty pasoal eves Snduqatyworkethe asthe ay bases ‘outave recent etn employe wih ET Tapa athe Curtoar Seve Manage. Your rele was ete 036s theanbutween AT Tampons mason 9 provide quot ester see anh acl u-ansa fra rote for working west ‘our fst ask nth let dep ad folie AE Custards Soey. I underage tc, you ate + Prose detsied writen sponse tng the proces you woud follow tourette this ask 1 Sevop = Castor Serve State that: 1 inororte ntealitorerequrements © Bemops customer sens randreho you ous ato plement inulin uahy, Ye and cost Sandan Ines rocedres for implmentaton of ech stanéard loniethereques esousces ond how yo wil procr them utes uth ng tern anc term plan for monRorngthesciverent of aromee ance sis, Sndrcite ter effectnenes, ngwih btanng catomer eect nd any sect TMS 20des ye 185850215 Diploma of Business Perel oy G HAMBE Yeushoud provides detaedrexparse to th tt your aesor lb htt rae mst the company Fin, leas tke the erty of eng ary atonal details the empany sof Hague or yurta85850215 Diploma of Business BSBCUSSO1 Manage quality customer service {GL Hampers [ASSESSMENT 1 ASSESSOR CHECKLIST Pease complete below Inthe students report explaining how they would undertake this task, did the student discuss: Lelcemncanil al ‘tig rycen a eng stone i SieaHe eewcting ps pcs rcs ate [oreo Conmancang wh ert aha Dyaov0 ites potsiged | Over Wo Dees the students custome statey Sattar comments Tale real conan Karmunavontower — departments, communication channels, etc} bide Tele erate eguenen one ON Ton pitn cneasenie crite) weretig | G¥CNe ontenn Dresane Stanton Staak Gam caper Brame + Ontine correspondence Dyes No Scat seennons Orson | 1 tmesoecine Tas pepe pes ncn To Bo wane _standards that ace easy to fallow. ae ree poles pedis Ors Om185850215 Diploma of Business ‘BSBCUSSO1 Manage quality customer service Bawnoes Tnchde compan’ /revnce poy at 1 Allows fordesing wine problem promgtiy Bye ane + Mantes cin of cred ver One + ous eaisictine rare Dre ONe Ensures azure ear moe toe eto . Sresone ‘pauaninpienetton ees wate on OW Os g Eee neon an ane naa aa ‘ows for af tring / mentoring couching ‘verano Trades required resources aon Weywilberocres=rd | caves cag Talos efectve shar em proces fr momo a mamas Includes srt for obtaining caste feedback ave ‘ween report eed | YesCINo ‘custo Serve Standaressehed | OYesONo Supporting Policies &Procedures sighted | CVYerONo ‘Sipporting aperaorkeahted | ch¥esC3 Wo85950215 Diploma of Bue SBCUSSO Manage quality customer service @e Result: Satisfactory | Not Satisfactory | Not Assessed Sten Dereon: deste tht have ben asseszsin his | MM Un and pate ear evse of yeu ae amawareof || Sri: essa Idee that Rave conducted avai robe | pane: Sree ssexsment with hs tude Pave prowdea Sperepitefeedboc Siow, te:8850215 Diploma of Business BSBCUSSO1 Manage quality customer service CHAMBERS (CASSESSMENT 1 —TASK2 Whit luting the uty sane proud by AET Tener you note inn return Warm 2a your aor ans. Youdorat now why hs theese, pd whe he impact maybe dt eonamie contin, yu go sar contacting 3 es, t becomes dbvous tat the eres are et ing mace thin the acceptin requrea ay th str The sevary in annoy between yf the san nd, pig tothesame Inthe form of ted writen respons, ou ae 1 ident ossberentns the eer at perfoming tothe expected company lee ap une the ator ou ould tea 2 rest lore ea at ost aerent reasons)85850215 Diploma of Business BSBCUSSO1 Manage quality customer service ASSESSMENT 1 TASK 2 ~ ASSESSOR CHECKLIST Pose compete blew Destine a onavcvemthagrt ael wan hapten [Sposbe essa why the sverienarparominstocomaeny | Gyaoe | ave oNe Inresponding tothe scenario, ad the student provide | guste — detailed comments on ae men ‘btning eedhack om uomers vero H0 contac estomer eet veo 0 proslm inccng menting sues leaderp ad oo Ne Suppo te sugeted acon hough oil esas aiverchno wintenreportsighea | Cero88850215 biploma of Business BSBCUSSO1 Manage quality customer service Be Result: Satisfactory | Not Satisfactory | Not Assessed tnt ane tna eon send of my es lasoamamarect | Sgatre: verse sgn. a scar decree have conducted vad ele | ame: ‘ite semnent these andor ponded | eae85850215 Diploma of Business @ q BSBCUSEO1 Manage quality customer service \AM BRS ASSESSMENT 2 OBSERVATION ‘his tomaiohette hand naa aden toute he sessment eaten Following tom Xcesment2 yo arrequred total hth the caster an the vert Meni he acta enane fortheraratonin cantare sic, You ae e your conf rtaion sto gaan cepa ote for AET ‘arpa where pose) ‘Your ater wile lay both th astome an th re, Bahra play wile ndersen separately Is suuested tht ou prepare or your dsr wth both partes, and document the qustons ou wil ak, Obit Forget to pred answer before yout, syouhave schon oth of our responses.85850215 Diploma of Business BSBCUSS01 Manage quality customer service ASSESSMENT 2 ~ ASSESSOR CHECKLIST ace a eee ea enon aes —— eens) aces emma pets cto8£85850215 Diploma of Business BSBCUSSO1 Manage quality customer service (@),cHampers Result: Satisfactory | Not Satisfactory | Not Assessed Sten Daren: decrethat have een assessed this Un an have been eed omy rut ao amaware of | Sartre: rv appeal e. “a adie | name ‘Neto sexe ith tent sr ve poe Sopreprite ese Signe: pee eee \Sosweraa ese ve sncssssezis pone of tnt Bs0CUSe01 Menage quay atome see @. “ASSESSMENT 3 WRITTEN ASSESSMENT ‘Student Name Student 1 No: bate Please refer tothe instructions below regarding completing this assessment Youareto answer thefotowing questions. Mate suru Pricey Youneve tw (2) hours complet al questions Use pen. sesment tenn peel mint be cap 1 Abkyeur certo reworainequrtonF you goo understnd, Wht your utsor cannot tl yo th rae, harohe maybe te tore-nordtequeston frou 1+ Dorotaseus answers wth your ssmats, youre caught tang you wile aad eve an your “oumay ofr to th ean and Activity Worookto asstin answering guests ‘Donor cheat or pepe he work others. Aone cag cheating wa outomatialy be mated Net Ye Questions 1 | inthe space provided youare to provide a step by step process on how to dal with complains8850215 Diploma of Business BSBCUS5O1 Manage quality customer service 2 | wy are customer complints important? 2 | what srstesos could you ipement to ident customers neds?185850215 Diploma of Business BSBCUS5O1 Manage quality customer service CHAMBERS 4 | uses fats required to ensure custome feedbacks fective, | usteaferent interactions mace with customers in every business ses iors ern sy a cent185850215 Diploma of Business BSBCUSSOI Manage quality custome service () capers 5 | stand explain 8 ferent factors or delivering superior service to customers185850215 Diploma of Business BSBCUSSO1 Manage quality customer service 7 | wyistoiowing up with cents important? Explain your answer 18 | whatarothe two cimensions of service?85850215 Diploma of Business 8SECUSSOA Manage quality customer service {G) crawpers 2 |ocnte ie eden cent eit a nowen omens185850215 Diploma of Business ‘BSBCUSSO1 Manage quality customer service 10 | Describe he following service culture components Sere mission Products and services Detvery system Motiratrs and Rewards Pocies and Procedures eiseaar seat Aus cet‘BSBCUSSO1 Manage quality customer service © CHAMBERS 11 | Ust words or phrases that damage astomerrelationshies 12 | bescrve how you dea asertvely with customers85850215 Diploma of Business BSBCUSSO1 Manage quality customer service @crapers 12 | ents aferent customer needs, nd how youcan address ther 14 | bescribe the folowing Behavioural stves, and how you would dal with them, style Definition “Strategies to asi eating with ach sy Dominance65080215 opomaof uses BsEcUss0s Manage aul custo sevice @ tnfuencng Compliance Samoans se assa Tannese85850215 Diploma of Business w BSBCUSSO1 Manage quality customer service CHAMB Service breakdowns ocur whenever ary produc or service fal to meet the customers expectations 35 | Desert the steps you woul take to vet a service Breakout, 16 | what factors may reduce / reste or prevent serie recovery? seeps crn tosses cand ne18850215 Diploma of Business [BSBCUSSO1 Manage quality customer service Gcrameers What information should you wy to fnd out om your ening customers whist researching their 17 | heeds? 18 | what information shout to find ot from your potential cstomers whist researching thelr neds?185850215 Diploma of Business BSBCUSSO1 Manage quality customer service CHAMBERS 419 | ustandexoain 10 things you should know about your customer85850215 Diploma of Busnes BSBCUSSOI Manoge quality customer service Gainers ‘Soman ena "am Cusco85850215 Diploma of Business BSBCUSSO1 Manage quality customer service CHAMBE 21 | peseribe the importance and impact of variable quality in products or sarees fered 22 | whatisthe importance of senstvty during confit resolution? How dos one achieve thi? EE venen jooeeees185850215 Diploma of Business BSBCUSSO1 Manage quality customer service {Drones 23 | what sthe best outeone ofa conf? How tthe achieved? 24 | How do ethics elect your ole managing Customer Servis?185850215 Diploma of Business ‘BSBCUSSO1 Manage quality customer service {© campers 25 | How do consumer protection aus afet your eompeny?185850215 Diploma of Business S ‘BSBCUSSO1 Manage quality customer service CHAMBERS ‘5 | Outline and describe whet meant by Ant-lscrmintin, and how It woul affect your role 353185850215 Diploma of Business ‘BSBCUSSO1 Manage quality customer service 27 | whatare the National Privacy Principles? 28 | uist3 points you should follow to ensure you comply with the National Privacy Principles.BSB50215 Diploma of Business. Bse0iS51 Menge ny camer seer Ge 29 | interms of privacy what i considered “Personal information 20 | How do industry codes of practice efect your rle managing customer service? 31_| What arean employer's rights and responsibilities in terms of WHS?85850215 Diploma of Business BSBCUSSO1 Manage quality customer service CHAM 32_| what financial egsation may affect you whist managing customer service Simeu areBSB50215, ‘BSBCUSSO1 Manage quality customer service Student Declaration: icsciretat hewerksabmites | "=" lemon andharnotbencopiedrsagarsestromary | Sete: owe. — satstetony ot Satifctory | icomplete Ascsor|dacrethat have conde ava eableand | = ‘ose ssesiment ths student, ad have provides ‘Senate: - oreo feos aa