The assessment tasks for BSBCUS501 Manage quality customer service are included in this Student Assessment Tasks booklet and outlined in the assessment plan below.

To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.

Assessment plan

Assessment Task	Overview
Written questions	You must correctly answer all questions.
Customer service planning project	You must develop a customer service strategy and meet with the management team to seek feedback and approval.
Customer service delivery project	You must review customer correspondence to ensure it meets required response times and information requirements, as well as meet with staff to discuss variances and required actions. You are also required to revise a customer service policy and procedure to ensure best practice in customer service delivery.
Customer complaints analysis project	You must review a complex complaint and develop solutions to avoid poor customer service.
Customer feedback and analysis project	You must develop a customer survey and analyse the results of a customer survey.

Assessment preparation

Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions.

When you have read and understood this unit’s assessment tasks, print out the Student Assessment Agreement. Fill it out, sign it and hand it to your assessor, who will countersign it and keep it on file.

Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.

Assessment appeals

If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s assessment appeals process.

You have the right to appeal the outcome of assessment decisions if you feel you have been dealt with unfairly or have other appropriate grounds for an appeal.

Assessment instructions

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

This must be filled out, signed and submitted with your assessment responses.

If you are submitting hardcopy, the Assessment Task Cover Sheet should be the first page of each task’s submission.

If you are submitting electronically, print out the Assessment Task Cover Sheet, fill it out, sign it and then scan and submit the file.

The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be satisfactory (S) or unsatisfactory (U). If your work has been assessed as being not satisfactory, your assessor will include written feedback on the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on reassessment opportunities as per your RTO’s reassessment policy.

Depending on the task, this may include

resubmitting incorrect answers to questions (such as written questions and case studies)

resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task

redoing a role play after being provided with appropriate feedback about your performance

being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback.

Assessment task information

This gives you:

a summary of the assessment task

information on the resources to be used

submission requirements

resubmission opportunities if required.

Assessment task instructions

This includes questions you will need to answer or tasks that you need to complete.

Your answers must be typed using software as indicated in the assessment task Instructions.

Copy and paste each task’s instructions into a new document and use this as the basis for your assessment task submission. Include this document’s header and footer.

If you are submitting electronically, give the document a file name that includes the information as indicated in the section called ‘Naming electronic documents’ (see below).

Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a logical manner.

Each should include:

Course identification code

Assessment Task number

Document title (if appropriate)

Student name

Date it was created

For example, BSBCUS501 AT2 Customer Service Strategy Joan Smith 20/04/20.

Icons

Icons are used in task instructions to indicate three of the common stages within the task.

	This icon indicates that you will need to meet with your assessor (and possibly other students) to complete a meeting or role play.
	This icon indicates that you will need to communicate via email or send documents to via email.
	This icon indicates that you will need to submit an item of evidence.
	This icon indicates all other stages during the task, which may include research, developing documents, brainstorming ideas and so on.

Additional resources

You will be provided with the following resources before you begin each assessment task.

Assessment Task 2:

· Customer Service Strategy Template

Assessment Task 3:

· Customer Emails and Responses

· List of Services

· Policy and Procedures

Assessment Task 4:

· Briefing Report Template

Assessment Task 5:

Customer Survey Report Template

Checklist

This will be used by your assessor to mark your assessment. Read through this checklist as part of your preparation before beginning the assessment task. It will give you a good idea of what your assessor will be looking for when marking your responses or observing your performance.

Student assessment agreement

Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.

If there is anything that you are unsure of, consult your assessor prior to signing this agreement.

Have you read the assessment requirements for this unit?	Yes	No
Do you understand the requirements of the assessments for this unit?	Yes	No
Do you agree to the way in which you are being assessed	Yes	No
Do you have any specific needs that should be considered	Yes	No
If so, explain these in the space below.

Do you understand your rights to reassessment?	Yes	No
Do you understand your right to appeal the decisions made in an assessment?	Yes	No
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date

Assessment Task 1 Cover Sheet

Student declaration

To be filled out and submitted with assessment responses

I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).

I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to me.

I have correctly referenced all resources and reference texts throughout these assessment tasks.

Student name
Student ID number
Student signature
Date

Assessor declaration

I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.

Assessor name
Assessor signature
Date
Assessment outcome	S	NS	DNS	Resubmission	Y	N

Feedback

Student result response

My performance in this assessment task has been discussed and explained to me.

I would like to appeal this assessment decision.

Student signature
Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Assessment Task 1: Written questions

Task summary

This is an open-book test, to be completed in the classroom.

A time limit of 1.5 hours to answer the questions is provided.

You need to answer all of the written questions correctly.

Your answers must be word processed and sent to the assessor as an email attachment.

Required

Access to textbooks and other learning materials.

Computer with Microsoft Office and internet access.

Timing

Your assessor will advise you of the due date of this assessment.

Submit

Answers to all questions.

Assessment criteria

All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily.

Resubmission opportunities

You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

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.

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.

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.

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.

Assessment Task 1 Instructions as provided to students

Provide answers to all of the questions below:

Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.

Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law.

List the types of products and services covered by the consumer guarantee.

Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.

Discuss whether consumers are legally entitled to a refund or replacement if they change their mind when buying a product or service.

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.”

Explain what information is commonly found in an organisation’s complaints policy and procedure.

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.

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.

Explain the concept of service standards and their importance. Identify two examples of services standards.

Explain why a company committed to best practice customer services may choose to measure its service standards.

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.

Describe five methods through which a company can promote its products.

Explain how customer service can impact on the public relations image of a company.

Explain how verbal communication barriers with customers can be handled effectively.

Explain how you can overcome barriers to communication with customers who are hearing impaired.

Explain how you can overcome barriers to communication with customers who are sight impaired.

Outline four key ways of providing excellent customer service.

Explain why an unhappy customer is not good for business.

Explain the importance of understanding customer behaviour and two techniques that can be used to analyse customer behaviour.

Explain three research methods that a business could use to find out about customer needs.

Explain the importance of monitoring complaints, including how keeping records of complaints can help the organisation better its customer service approach.

Explain the purpose of a CRM and how it can help organisations manage and improve their customer service information and relationships.

Identify two strategies that an organisation can use to gather feedback from its customers.

Social media is a powerful tool. Explain how an organisation can use it to monitor and manage customer service relationships.

Explain two further strategies that can be used to monitor, manage and introduce ways to improve customer service relationships.

WSC V1.0 09-2020 (Review 10-2021) RTOWORKS Quality Solutions

BSBCUS501 Manage quality customer service

Student Assessment tasks

2 of 52

Assessment Task 1 Checklist

Student’s name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for the following?	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
Task outcome:	· Satisfactory	· Not satisfactory
Assessor signature:
Assessor name:
Date:

Assessment Task 2: Customer service strategy planning project

Task summary

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.

This assessment is to be completed in the simulated work environment in the RTO.

Required

· Access to textbooks and other learning materials

· Computer with Microsoft Office and internet access

· 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

Timing

Your assessor will advise you of the due date of these submissions.

Submit

· Email with regulations report and draft customer service strategy attached.

· Email with revised customer service strategy and screen shot attached.

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.

Resubmission opportunities

You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

Assessment Task 2 Instructions as provided to students

Complete the following activities:

Carefully read the following scenario.

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).

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.

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.

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 (at step 4), so save this version as Draft Customer Service Strategy.

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.

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.

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.

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.

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.

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.

Assessment Task 2 Checklist

Student’s name:
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?
Task outcome:	· Satisfactory	· Not satisfactory
Assessor signature:
Assessor name:
Date:

Assessment Task 3: Customer service delivery project

Task summary

As the Operations Manager responsible for ensuring delivery of quality services, you will review a sample of quotes provided by customer service staff to customers.

Once you have completed your analysis, you will meet with the customer service team to discuss any issues that you identified through your review, and actions to be taken to ensure quality customer service. You will also be required to demonstrate your ability to problem-solve through the provision unexpected information provided by your customer service team and to update and implemented customer service policy and procedures accordingly.

This assessment is to be completed in the simulated work environment in the RTO.

Required

· Access to textbooks and other learning materials

· Computer with Microsoft Office and internet access

· Customer Emails and Responses

· Customer Service Policy and Procedures

· Ozhouse Clean List of Services

· Two classmates to play team members

Timing

Your assessor will advise you of the due date of these submissions.

Submit

· Customer service analysis.

· Email to your assessor with revised Customer Service Policy and Procedure attached.

Assessment criteria

Resubmission opportunities

You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

Assessment Task 3 Instructions as provided to students

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.

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.

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

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.

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.

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.

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.

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.

Assessment Task 3 Checklist

Student’s name:
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 specifications 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 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?
Task outcome:	· Satisfactory	· Not satisfactory
Assessor signature:
Assessor name:
Date:

Assessment Task 4: Complaints analysis project

Task summary

For this assessment task, you are required to review and analyse customer complaints lodged with Ozhouse Clean, and to provide a briefing report to the General Manager about solutions.

This assessment is to be completed in the simulated work environment in the RTO.

Required

· Access to textbooks and other learning materials

· Computer with Microsoft Office and internet access

· Briefing Report Template

Timing

Your assessor will advise you of the due date of these submissions.

Submit

· Email with briefing report attached.

Assessment criteria

Resubmission opportunities

You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

Assessment Task 4 Instructions as provided to students

Complete the following activities:

Carefully read the following.

Last October, Ozhouse Clean signed up to a number of group buying website to increase the demand for its services. There has been a marked increase in customers, but there has also been a significantly increased number of complaints.

The following complaints have been logged in the complaints register since signing up to the group buying web site as follows:

· Three customers have recently called to redeem their voucher. Customer service officers have checked the vouchers and found that they are out of date. Customer service officers have therefore advised customers that as the vouchers are out of date, and they are no longer able to redeem them. Two of the customers have complained to the Department of Fair Trading that they are unable to redeem the services paid for. Note that the company’s refund policy on their web site does not refer to refunds in relation to vouchers.

· Two customers have complained that they had to wait too long to redeem their vouchers for an introductory clean. This is because in signing up to group buying the demand for services resulted in delays.

· A customer called to complain that they had called to book an introductory clean, but ware told that that the voucher only covered one free hour of cleaning and they would have to pay the full amount, requiring the customer to pay an additional $70.

As Operations Manager, you have been asked to investigate and report on these complex complaints, as it appears that the company had not investigated these situations prior to signing up with the group buying web site.

1. Write a complex complaint briefing report.

Your investigation should include an analysis of the legal situation, example cases and recommendations for how to avoid this situation in the future.

Your briefing report should address:

a. Summary of the issues

b. Analysis of relevant legislation.

c. Issues with use of group buying web sites for businesses, including benefits and pitfalls.

d. Recommendations for actions, including response to the customers, as well as recommendations that can be adopted internally to avoid this situation reoccurring.

Use the Briefing Report Template to guide your work.

Send an email to 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 attachment.

Attach your briefing report to the email.

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.

Assessment Task 4 Checklist

Student’s name:
Did the student:	Completed successfully?	Comments
	Yes	No
Research relevant legislation and example cases in order to solve complex consumer complaints?
Identify and report on solutions based on analysis of legislation and example cases, including appropriate solutions for customer, as well as internal solutions?
Manage records effectively by creating appropriate folders and storing all files?
Task outcome:	· Satisfactory	· Not satisfactory
Assessor signature:
Assessor name:
Date:

Assessment Task 5: Customer feedback and analysis project

Task summary

For this assessment task, you are required to develop a customer survey for Ozhouse Clean.

You will then analyse the results and develop a short report for the team about the results of the survey, as well as recommendations for changes to customer services or standards based on analysis.

This assessment is to be completed in the simulated work environment in the RTO.

Required

· Access to textbooks and other learning materials

· Computer with Microsoft Office and internet access

· Customer Survey Report Template

Timing

Your assessor will advise you of the due date of these submissions.

Submit

· Email to your assessor with your customer survey attached.

· Email to your assessor with your customer survey report attached.

Assessment criteria

Resubmission opportunities

You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

Assessment Task 5 Instructions as provided to students

Complete the following activities:

Carefully read the following.

Based on the customer service issues identified as a result of the customer complaints issue, Ozhouse Clean has decided to be proactive and identify customer needs through use of a customer feedback survey. As Operations Manager of Ozhouse Clean, you are required to develop the customer survey.

1. Conduct research.

Use the internet to research real life customer surveys used by businesses, as well as how these surveys are administered (e.g. online) and how often.

Identify best practices in customer surveys in regard to questionnaire design and survey method and frequency. Make notes on your findings.

1. Develop a customer survey.

Based on the areas identified in the task instructions (i.e. quality of service, ability to meet timelines, staff performance and cost of services), develop a customer survey.

Your survey should include at least 10 questions.

You may also include rating criteria for customer to rate their responses.

Send the customer survey to your assessor via email. Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.

Send an email to your assessor.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.

It should introduce and summarise the contents of the attachment, and seek their feedback and approval to move forward with the project.

Attach your Customer Survey to the email.

Carefully read the following.

It is six months later, and a customer survey has been completed by sending out a one-off survey to 300 customers by email.

49 customers responded to the survey and the findings are as follows:

Overall satisfaction with Ozhouse Clean services

26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.

Ease of doing business with Ozhouse Clean

20 totally satisfied, 19 somewhat satisfied, 8 dissatisfied and 2 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with ease of business is 47%.

Customers who said they would use Ozhouse Clean Services again are:

42 totally satisfied, 6 somewhat satisfied, 1 dissatisfied and 0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that would use services again is 72%.

Customers who said they would recommend Ozhouse Clean to others

38 totally satisfied, 8 somewhat satisfied, 3 dissatisfied and 0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.

Other comments made in response to question inviting customer suggestions:

· Cleaning staff great, but phone service a bit average

· Customer service staff could do with a bit more knowledge about products sold by the company, good on services knowledge but not on products

· Optional extras such as ironing would be great as an add-on service.

Write a Customer Survey Report.

Review the scenario information and analyse the results.

Develop a short report (about 1 page) to discuss the results of your analysis.

Your briefing report should include, as a minimum:

· A short introduction outlining where the data is from

· An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty.

· Your overall analysis of how the company is performing in terms of customer service.

· Your recommendations based on the customer survey conducted and your analysis.

Use the Customer Survey Report Template to guide you work.

Send an email to your 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 attachment.

Attach your Customer Survey Report to the email.

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.

Assessment Task 5 Checklist

Student’s name:
Did the student:	Completed successfully?	Comments
	Yes	No
Develop a customer survey in order to obtain customer feedback?
Identify areas where customer feedback is needed and develop questions accordingly?
Identify and use best practice strategies for customer surveys, including questionnaire design, method and frequency?
Analyse data from consumer survey and identify implications for services provided?
Report on the outcome of the customer survey and give recommendations for future improvement?
Task outcome:	· Satisfactory	· Not satisfactory
Assessor signature:
Assessor name:
Date:

Final results record

Student name:
Assessor name:
Date

Final assessment results

Task	Type	Result
		Satisfactory	Unsatisfactory	Did not submit
Assessment Task 1	Written questions	S	U	DNS
Assessment Task 2	Customer service planning project	S	U	DNS
Assessment Task 3	Customer service delivery project	S	U	DNS
Assessment Task 4	Customer complaints analysis project	S	U	DNS
Assessment Task 5	Customer feedback and analysis project	S	U	DNS
Overall unit results		C	NYC

Feedback

· My performance in this unit has been discussed and explained to me.

· I would like to appeal this assessment decision.

Student signature: Date:

· I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.

Assessor signature: Date:

WSC V1.0 09-2020 (Review 10-2021) RTOWORKS Quality Solutions

BSBCUS501 Manage quality customer service

Student Assessment tasks

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