BSB50215 Diploma of Business
(Also in BSB50415 DIPLOMA OF BUSINESS ADMINISTRATION
BSB51915 DIPLOMA OF LEADERSHIP & MANAGEMENT
FNS60215 ADVANCED DIPLOMA OF ACCOUNTING – need to change AQF)
Assessment Guide
BSBCUS501
Manage quality customer services
Introduction
This Assessment Booklet provides you with information and your assessment tasks for this unit. A requirement of your qualification, from which the unit of competence is taken, is the application of the concepts you have been learning.
The assessment activities are an important part of your course as they provide an opportunity to apply what you have been learning and they give both you and your trainer feedback on your progress.
Please read this section carefully before commencing the assessment tasks.
RECOGNITION OF PRIOR LEARNING
If you can demonstrate that you have the skills and knowledge within this unit, you should speak to a trainer/assessor about this and apply for recognition of prior learning.
COMPLETING YOUR AssessmentS
Prior to Assessment
You must be advised of your rights before and after the assessments including the right to appeal.
Assessors must provide you with all relevant information relating to the assessments prior to commencement and of the appeals procedure that can be utilised if you wish to appeal against the assessment outcome or make a complaint.
Each part of this assessment booklet needs to be carefully completed and you are required to attain a ‘satisfactory’ mark for each of the assessment activities. Full details of what is required have been detailed in instructions before each assessment task.
You must submit assessment tasks with the cover sheet provided at the end of this Booklet. You must attach one cover sheet per assessment upon submission, ticking the relevant assessment box. Ensure you sign the form after completion.
Assessments should be submitted on or before their due date. Extensions for individual assessment tasks may be negotiated in specific circumstances. Consultation on this must occur prior to the due date and extensions due to illness will require a medical certificate. Extensions will be confirmed to you in writing.
You are reminded that plagiarism will not be tolerated. Information, ideas etc. quoted or paraphrased from another source, must be acknowledged with “quotation marks” around the relevant words/sentences or ideas and cited at the end of the document. Sources of information, ideas etc. must be provided in alphabetical order by author’s surname (including author’s full name, name of document/ book/internet etc. and year and place of publishing) or may be included in brackets in the text.
Assessment Outcomes
The evidence you submit will be assessed and you will be given written feedback. Each assessment task will be marked as either Satisfactory or Unsatisfactory and once all assessments have been marked you will be given an outcome of Competent or Not Competent for the unit of competence. Upon demonstrating competence, you will be awarded this unit. If you are assessed as Not Competent, you will be given some suggestions for improvement and asked to redo your assessment.
In the event you are deemed Unsatisfactory, you will be allowed two (2) further attempts at an assessment within the timeframe of this course.
As part of the assessment process, you must abide by any relevant assessment policies as provided to you. If you feel you are not yet ready to be assessed or this assessment is unfair, you should be offered the opportunity to discuss all options that are available to you to complete the assessment.
Reasonable Adjustment
RTOs and Trainers/Assessors are obliged by law to make reasonable adjustment to ensure maximum participation of students with disability in teaching, learning and assessment activities. This includes:
ensuring that course activities are sufficiently flexible;
providing additional support where necessary; and
offering a reasonable substitute within the context of the course where a student cannot participate.
Reasonable adjustment is defined in section 4(1) of the Employment and the Disability Discrimination Act as ‘an adjustment to be made by a person is a reasonable adjustment unless making the adjustment would impose an unjustifiable hardship on the person’. Reasonable adjustment as it applies to participation in learning and assessment activities may include:
customising resources or activities within a training package or accredited course;
modifying a presentation medium;
providing additional support;
providing assistive or adaptive technologies;
making additional information accessible both before enrolment and during the course; and
monitoring these adjustments to ensure that the student’s needs continue to be met.
An individual’s access to the assessment process should not be adversely affected by restrictions placed on the location or context of assessment beyond the requirements specified in the training package. Reasonable adjustments can be made to ensure equity in assessment for people with disabilities. Adjustments include any changes to the assessment process or context that meet the individual needs of the person with a disability, but do not change competency outcomes.
The assessment process must:
Provide for valid, reliable, flexible and fair assessment
Provide for judgement to be made on the basis of sufficient evidence
Offer valid, authentic and current evidence.
COMPETENCY ASSESSMENT
Within this qualification are units of competency that form the basis of your assessments. These can be located in your Unit Outline Booklet.
Assessments FOR THIS UNIT
There are three (3) forms of assessment or evidence gathering methods for this unit of competency. You are required to complete and submit all the assessments.
Assessment 1. Written Questions
This assessment consists of thirteen (13) short answer questions to assess your knowledge of this unit. You must answer all questions. Most questions require short answers although some questions require a more detailed response. You should provide typed responses. You may use various sources of information including: text books, learning workbooks, other documents and the internet and must list your sources.
Assessment 2. Project
Students are required to develop an individualised plan, and demonstrate their skills and knowledge of BSBCUS501 Manage quality customer service using their chosen workplace as an example organization. Various tools on how to go about quality customer service process discussed in the Learner’s guide of this unit will help the students through.
For those students who are not currently employed, are required to prepare the report on the company of your choice. A meeting with the company’s manager can be arranged and the Trainer should help the students in getting this stage through. Trainer can obviously use his networking with the current businesses to put the students on this practical task.
Students must record their answers in a separate A4 document and submit by attaching to their cover page.
Assessment 3. Case Study
Students will be given a case study on Davis Supply and are required to demonstrated the application of the various performance criteria of the unit to the given case study questions.
Assessment 1: Written Questions
This assessment consists of thirteen (13) short answer questions to assess the student’s knowledge of BSBCUS501 Manage quality customer service.
Instructions for Students
Students must answer all questions. Most questions require short answers although some questions require a more detailed response. Students may use various sources of information including: text books, learning workbooks, other documents and the internet and they must list their sources.
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Question/Answer |
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Q1. |
Imagine you work in a shop. List three things you can do to engage with a new customer walking into the store. |
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Q2. |
In your own words, explain what is meant by the term “vision” when used in a customer service plan. |
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Q3. |
In your own words explain what is meant by the term “mission” when used in a customer service plan. |
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Q.4 |
How do industry codes of practice effect your role of managing customer services? |
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Q5. |
List the different records that need to be kept and reviewed to ensure quality customer services. |
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Q.6 |
What factors may reduce/restrict quality customer service? |
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Q.7 |
List five different interactions made with customers in every business? |
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Q.8 |
Service breakdown occurs when any product or service fails to meet the customer expectations. Describe the steps you would to take to rectify a service breakdown. |
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Q.9 |
List thee different strategies for obtaining customer feedback. |
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Q.10 |
How do customer protection laws affect your company? |
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Q.11 |
Outline and describe what briefly what is meant by Anti-Discrimination, and how it would affect your role as a customer services manager? |
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Q.12 |
What are National Privacy Principles? |
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Q.13 |
What information you should try to find out from your potential customers while researching their needs?
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Assessment 2: Project
Student Instructions:
In this assessment task, you will be required to develop an individualised plan, and demonstrate your skills and knowledge of BSBCUS501 Manage quality customer service using your chosen workplace as an example organisation. Various tools on how to go about quality customer service process discussed in the Learner’s guide of this unit will help the students through.
There are three (03) parts to this assessment and you must complete all of them.
For those students who are not currently employed, are required to prepare the report on the company of your choice. A meeting with the company’s manager can be arranged and the
Trainer should help the students in getting this stage through. Trainer can obviously use his/her networking with the current businesses to put the students on this practical task.
Students must record their answers in a separate A4 document and submit by attaching to their cover page.
Part.1
Using your chosen organization, conduct the necessary research and submit a report on customer needs as they relate to the provision of quality customer service. The customers may be internal, external or both. The report should cover the following areas:
An introduction, explaining the purpose of the report
A description of the organisation and department and the products / services provided.
A description of the methods that you used to research and identify customer characteristics and needs.
A summary of the information that you gathered in relation to:
Customer characteristics
Customer needs
Based on your data gathering/summary of the information collected on customer characteristics and needs, explain how would you plan for quality customer service?
Are there any legislative requirements that your proposed quality customer service plan should meet? Just mention few of them.
A conclusion, analysing the information that you gathered and identifying the key requirements for quality customer service.
Part 2:
Imagine your quality customer service plan has been successfully implemented in your example/chosen organization. Six months later, you want to investigate the current customer service quality level. Besides, you are also interested in monitoring the progress of your plan.
Answer the following questions considering this scenario.
Q1. What mechanism you would use to investigate customer satisfaction?
Q2. Design a customer satisfaction survey and attach a copy of the survey as an evidence to the answer of this question.
Q3. Imagine your customer satisfaction survey revealed too many customer handling complaints. Discuss your strategy to resolve this issue.
Q4. What methods you would recommend to your management for monitoring the team performance of customer service department?
Q5. Imagine your monitoring mechanism has identified staff’s incompetency as the root cause for downfall in customer services. What strategies would you recommend to your management to fix this issue?
Part 3: Presentation Task
You are required to conduct a short (10 minute) presentation that you could give to your own customer service team on the subject of:
‘How to deal with customer complaints’
Submit the typed presentation notes or a printout of the PowerPoint to your assessor.
Assessment 3: Case Study
Instructions for Students
Students must complete all task requirements. Some questions require a detailed response or entry of data into forms and templates provided in this section. Students may also refer to organisational policies and procedures provided by their assessor. Students may use various sources of information including: text books, learning workbooks, other documents and the internet and they must list their sources.
Students must read the following information and answer all eight (8) questions/tasks.
Case Study
The Davis Supply Company has been operating as an importer and supplier of small appliances in Australia for the past 5 years. They operate solely from store-front businesses within the Sydney metropolitan area. They do not have an online website as they have never felt threatened by competitive markets and have not felt the cost of maintaining an online presence was justified.
Due to the recent increase in affordability of home Internet usage and the increase in the value of the Australian dollar against overseas currency, business is beginning to wane. Customers appear to be shopping online more than visiting store-fronts.
The company is also currently being threatened by overseas businesses that are marketing discounted products through social media channels to Australian customers. The management of Davis Supply Company believe that the only way to tackle this threat is to improve their customer service delivery to an outstanding level of satisfaction for customers but they are unsure of whether the customers would prefer storefront shopping or online shopping.
You have been chosen to be part of a new team that will create a plan for improved customer service delivery. Your position in the team is based on your high level of knowledge of customer interactions due to your role as supervisor within the enquiry department.
The business owner is keenly focussed on value for money in any changes that are suggested but understands that customer satisfaction with service delivery is paramount to sustaining business development.
Answer all of the following questions:
Q.1 What considerations must the team take into account before developing the plan and what planning tool might be useful to analyse those considerations?
Q.2 Design a questionnaire to identify and assess the needs of external customers of the Davis Supply Company. Explain who the customers are that you would survey.
Q.3 After analysis of the results of your questionnaire it was found that while customers were pleased with the store front premises and found the service staff helpful and friendly, they were not happy with being unable to purchase online or have their products home delivered.
After consultation with management a recommendation was made to create an online presence. It was suggested that the website could be maintained by a new employee who will distribute daily orders to each individual store. Customer service staff in each store will download and fill the orders, prepare them for distribution, use a postal service to deliver them and send a receipt and delivery tracking number to the customer.
Based on this information complete a SWOT analysis company considering competitors, costs of training staff in new processes and market trends.
Q.4 Management ask you to design a training needs analysis for Davis Supply Company customer service staff to evaluate what training will need to be undertaken for staff to competently perform their new roles if the online store is created. Using your understanding of the skills, knowledge and attitudes the customer service staff must have, develop a TNA.
Q.5 The management of Davis Supply Company have read your training needs analysis but are concerned about the costs involved in staff training. They are concerned that the venture is a financially unviable situation and ask you to concentrate a survey on their store front presence. They feel that there may be scope to improve the store front in a cost effective manner rather than branching into an area that is going to require a lot of money invested In staff training.
You undertake a survey of 100 customers and are given the following results:
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Davis Supply Company Customer Service Survey Results |
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Question [ on a scale of 1 to 5 – 1 representing lowest satisfaction, 5 representing highest satisfaction ] |
Determinant |
Total # of customers surveyed |
Total Score |
Average Score |
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How would you rate the cleanliness of our shop? |
Tangibility |
100 |
450 |
4.5 |
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Are you happy with the availability of our products and current ordering system? |
Reliability |
100 |
300 |
3 |
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How helpful are our staff when attending to your needs? |
Responsiveness |
100 |
180 |
1.8 |
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How confident are you that our service staff have sufficient knowledge of our products to answer your enquiries? |
Assurance |
100 |
80 |
0.8 |
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How welcome are you made to feel when purchasing from our shop? |
Empathy |
100 |
400 |
4 |
Verifiable data collected as evidence for this customer service survey did not include considerations of historical customer complaints. What is the importance of using historical complaints data in the analysis of customer satisfaction levels?
Q.6. Consider the results of the customer survey. Based on this survey what training strategies would you recommend to assist all Davis Supply Company customer service staff members to overcome their difficulties in meeting quality service delivery?
Q.7. How could you monitor customer service staff members in future to ensure consistency in quality service delivery?
Q.8 Write a recommendation to Davis Supply Company management on how store front quality customer service can be enhanced based on the findings of the survey.
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RESULTS SHEET |
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Student’s Name: |
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Assessor’s Name: |
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Date of Assessment: |
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Unit of Competency: |
BSBCUS501 Manage quality customer service |
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Feedback to Student: |
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Student’s overall performance is: |
Satisfactory Unsatisfactory |
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Is re-assessment necessary? |
Yes No |
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Assessor’s Signature: |
Marking Date: |
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Student’s Signature: |
Feedback Receiving Date: |
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Assessment 2: Project |
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RESULTS SHEET |
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Student’s Name: |
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Assessor’s Name: |
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Date of Assessment: |
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Unit of Competency: |
BSBCUS501 Manage quality customer service |
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Feedback to Student: |
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Student’s overall performance is: |
Satisfactory Unsatisfactory |
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Is re-assessment necessary? |
Yes No |
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Assessor’s Signature: |
Marking Date: |
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Student’s Signature: |
Feedback Receiving Date: |
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Assessment 3: Case Study |
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RESULTS SHEET |
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Student’s Name: |
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Assessor’s Name: |
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Date of Assessment: |
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Unit of Competency: |
BSBCUS501 Manage quality customer service |
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Feedback to Student: |
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Student’s overall performance is: |
Satisfactory Unsatisfactory |
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Is re-assessment necessary? |
Yes No |
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Assessor’s Signature: |
Marking Date: |
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Student’s Signature: |
Feedback Receiving Date: |
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Final Assessment Summary & Feedback |
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Student’s Name: |
Student’s ID: |
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Assessor’s Name: |
Date of Completion: |
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Unit of Competency: |
BSBCUS501 Manage quality customer service |
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Assessments |
Student Results |
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Satisfactory |
Unsatisfactory |
Not Completed |
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1. Assessment 1 |
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2. Assessment 2 |
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3. Assessment 3 |
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Feedback to Student: |
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Result: |
Competent Not Competent |
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Is re-assessment required: |
Yes No |
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Assessor’s Signature: |
Marking Date: |
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Student’s Signature: |
Feedback Receiving Date: |
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ASSESSMENT COVER SHEET
This Assessment Cover Sheet needs to be completed and attached to each assessment upon submission. Ensure you tick the relevant assessment and sign after completing the entire form.
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Student’s Name: |
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Student’s ID: |
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Contact Number: |
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Email: |
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Assessor’s Name: |
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Qualification: |
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Unit of Competency: |
BSBCUS501 Manage quality customer service |
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Assessment: |
☐ 1. Written Questions ☐ 2. Project ☐ 3. Case Study |
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Due Date: |
Date Submitted: |
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If your assessment is being submitted after the due date, please attach a copy of the written confirmation of extension received from the Assessor. |
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Declaration: |
I have kept a copy of my assessment submission and have read and understood the following information provided at the beginning of this assessment (please tick): |
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☐ General assessment information ☐ Submitting assessments ☐ Assessment results ☐ Plagiarism and referencing |
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I declare this assessment is my own work and where the work is of others, I have fully referenced that material. |
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Name (please print) |
Signature |
Date |
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Assessment Mapping |
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BSBCUS501 Manage quality customer services |
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Element |
Performance Criteria |
Assessments |
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Written Questions |
Project |
Case Study |
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1. Plan to meet internal and external customer requirements |
1.1 Investigate, identify, assess, and include the needs of customers in planning processes |
Q.2, Q.3 |
Part 1. Q.I-VII Part 2. Q.1 & Q.2. |
Q.1 – Q.3 |
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1.2 Ensure plans achieve the quality, time and cost specifications agreed with customers |
Q.13 |
Part 1. Q.I-VII |
Q.1 |
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2. Ensure delivery of quality products and services |
2.1 Deliver products and services to customer specifications within organisation’s business plan |
Q.3 |
Part 1. Q.V |
Q.6-8 |
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2.2 Monitor team performance to consistently meet the organisation’s quality and delivery standards |
Part 2. Q.4 |
Q.7 |
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2.3 Help colleagues overcome difficulties in meeting customer service standards |
Part 2. Q.5. |
Q.6 |
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3. Monitor, adjust and review customer service |
3.1 Develop and use strategies to monitor progress in achieving product and/or service targets and standards |
Q.6 |
Part 1. Q. I-VII & Part 2. Q.5 |
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3.2 Develop and use strategies to obtain customer feedback to improve the provision of products and services |
Q.7, Q.9 |
Part 1. 3 Q. III Part 2. Q.3 |
Q.7 |
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3.3 Develop, procure and use resources effectively to provide quality products and services to customers |
Q8 |
Part 2. Q.5 |
Q.6-7 |
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3.4 Make decisions to overcome problems and to adapt customer services |
Q.8 |
Part 2. Q.5 |
Q.8 |
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3.5 Manage records, reports and recommendations within the organisation’s systems and processes |
Q.5 |
Part 1. Q. I-VII |
Q.8 |
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Performance evidence |
Evidence of the ability to: |
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develop and manage organisational systems for quality customer service |
Part 1: III -VII |
Q.6-8 |
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develop and review plans, policies and procedures for delivering and monitoring quality customer service |
Part 1: Q.V Part 2: Q.3, 4 |
Q.3 |
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implement policies and procedures to ensure quality customer service |
Part 2. Q.3, Q.5 |
Q.6, Q.7 |
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solve complex customer complaints and system problems that lead to poor customer service |
Part 2 Q.5 |
Q.6, Q.7 |
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monitor and assist teams to meet customer service requirements |
Part 2 Q.4 |
Q.7 |
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develop, procure and use human and physical resources to support quality customer service delivery |
Part 2 Q.5 |
Q.6-8 |
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Knowledge evidence |
To complete the unit requirements safely and effectively, the individual must: |
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outline the legislative and regulatory context of the organisation relevant to customer service |
Q.10 – Q.12 |
Part 1: VI |
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describe organisational policy and procedures for customer service including handling customer complaints |
Q.8 |
Part 1: V |
Q8 |
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identify service standards and best practice models |
Q.1, 3, 6 |
Q1 |
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summarise public relations and product promotion |
Part 1: VII |
Q8 |
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outline techniques for dealing with customers including customers with specific needs |
Q.13 |
Part 1: V Part 2: Q.3 |
Q6 |
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explain techniques for solving complaints including the principles and techniques involved in the management and organisation of: |
Q.5, 10 & 11 |
Part 3, All |
Q.5,6,7 & 8 |
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customer behaviour |
Q.1, Q.7 |
Part 2: Q.1, Q.3 Part 3: All |
Q.5 |
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customer needs research |
Q.7, Q.9 |
Part 2: Q.1, Q.2 |
Q.5 |
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customer relations |
Q.1, Q.7, Q.9 |
Part 2: Q.5 Part 3: All |
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ongoing product and/or service quality |
Q.1, Q.8 |
Q.6, Q.7 |
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problem identification and resolution |
Q.1, Q.7 –Q.9 |
Q.5, Q.6, Q.7 |
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quality customer service delivery |
Q.5 |
Part 2: Q.1, Q.3 |
Q.2, Q.6 –Q.8 |
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record keeping and management methods |
Q.5 |
Q.7 |
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strategies for monitoring, managing and introducing ways to improve customer service relationships |
Part 2: Q.3, Q.4, Q.5 |
Q.6 |
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strategies to obtain customer feedback. |
Q.7, Q.9 |
Part 1: III Part 2: Q.1, Q.2 |
Q.2 |
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