Assessment Resource I BSBCUS501
GEN
This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.
considerable
It applies to individuals who supervise the provision of quality customer service within an organisation's procedures framework by others. At this level, individuals must exercise discretion and judgement, using a range of problem solving and decision making strategies.
There are no recommended pre-requisite units for this competency.
Competence in this unit may be assessed in conjunction with other units which together form part of a holistic work role.
Version Date Reason for Rev Who Approved By
1.0 Mar 2016 New Course CEO
2.0 Dec 2016 Revision after audit CEO
This Document is an intellectual property of Gen Institute Pty. Ltd. All rights reserved; no part of this publication may be reproduced by any means for use outside Gen, without the prior written permission of Gen Institute Pty Ltd.
Ge In
OGEN
Re-assessment rocedure at Gen Institute Ltd
I. Student will be assessed as being competent only upon satisfactory completion of all the assessments in a unit.
2. If a stu&nt is not able to demonstrate satisfactory completion of all of the required assessŒnts of the unit, the result for that unit will be recorded as Not Yet Competent.
3. If a student has successfully completed more than of the assessment tasks for a unit, they will be prwided vith specific feedback and invited to re-submit their assessment.
4. If a student has not successfully completed more than of the assessment tasks for a unit, they will be required to undertake the unit again.
5. In the case of the following actions shall occur:
• The student must appty for resubmission vithin one week of the result is made available to him/her. This means that the student is responsible to ackncwledge that he/she has received the result and has been deemed NYC for the units of competency undertaken.
• Reassessment may need to be arranged during the forthcoming term break in order to minimize disruption Vor avoid extra pressure on the student's normal study load except in ttE case where GEN Institute has implemented an intervention strategy for a student under its Course Progress Policy.
6. If a student is assessed as -Not Yet after the resubmission, he or she will be i&ntified as a student-at-risk and an Academic Performanæ Improvement (API) Plan will be created during an Intervention Strategy Meeting between the Gen Institute Operations Manager, Trainer & Assessor and student. The date for a third assessment will nominated by the student in consultation with Trainer & Assessor, but should be no longer than 1 month from the previous re-submission date.
7. One re-submission is allowable per unit per student free of cost. Additional re-submissions will be charged at $2(L
If remains •Not Yet Competent' after a third re-submission, he or she will be notified that this result is final and he or she will be to successfully complete course in which they are enrolled at this
To ensure equity and fairness of assessment for all students, re-submission activities may vary from those originally set by the trainer/assessor.
Due to the variance in the amount of work completed for each assessment task in a unit, 50% will be determined by amount of evi&nce submitted as opposed to the of assessment tasks submitted. This determination will be made by the Traiær & Assessor and approved by the Operations Manager.
.Assessment a als
Where a student wishes to an assessment they are required to notify their assessor in first instance. Where appropriate the assessor may decide to re-assess the student to ensure a fair and equitable decision is gained. The assessor shall complete a Mitten report regarding the re-assessment outlining the reasons why assessment was or was not
If this is still not to the student's satisfaction the student shall formally lodge an appeal by submitting a written letter within one week of receiving the results using the form 8.1 for Complaints and appeals outlining the reasons for the appeal. They shall lodge this with student administrations &partment and the appeal shall be entered into the •complaints and appeals register'.
The Operations Manager shall be notified and shall seek details from the assessor involved and any other relevant parties. A decision shall be made regarding the appeal either the assessment decision stands or details of a possible re-assessment by another assessor appointed by Gen.
The student shall be notified in writing of the outcome with reasons for the decision. The student shall also be provided the option of the external process if they are not satisfied with the outcome. The student is required to notify Gen if they wish to proceed with the external appeals process.
Reasonable adiustments
Gen Institute enables reasonable adjustments to be made to assessment procedures for students with special needs, such as people with disabilities or with language or literacy difficulties. Assessing knowledge is usually assessed through written or oral, short-answer tests where assessors seek to determine the extent of the student's knowledge. However, you may need to do the following for a student with disability:
Ask questions orally instead of in a written format
Prwide equipment such as text enlargers, image enhancers, and voice recor&rs.
• Give the student more time to complete the assessment;, allocate a different time for completion of the assessment;
Offer a separate, quiet room.
Modifying or prwiding equipment
• Adapting delivery strategies
Ensuring that course activities are sufficiently flexible, providing additional support to student necessary
Customizing resources and activities within the training package or accredited course
Monitoring the adjustments to ensure student needs continue to be met
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Assessment Resource I BSBCUS501 GEN
ASSESSMENT COVERSHEET
This form is to be completed by the assessor and used as a final record of student All st.ldent submissions including any checklists (outlŒd are to be attached to this cwer before placing on the students file. Student results are not to entered onto the Student Database unless all relevant paperwork is completed and attached to this form.
Student Name: Student ID:
Unit Code &
Subsequent
First submission
Submission
Please attach the following documentation to this form Result
S Satisfactory
NS Not Satisfactory = Not Assezod
Assessment 1 a Project/Case study S I NYS I NA
Assessment 2 a Project/Case study S I NYS I NA
Assessment 3 a Observation S I NYS I NA
Final Assessment Result for this unit
(Student will be assessed as being competent D Competent Not Yet Competent only upon satisfactory completion of all the above mentoned assessments)
The Evidence provided is:
a Valid a Sufficient a Authentic a Current
Student Declaration:
To the best of my/our belief, no part of this assessment has been copied / written for me/us by any other person except where such collaboration has been authorised by the Assessor concerned and where acknowledgement is made in the text. No part of this assessment has been previously submitted as an assessable item.
Student's Signature Date:
Feedback to Student
Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Signature:
Date:
Title BSBCUS501 - Manage quality customer service
Administrative use only
Entered onto Student
Management Database Date Initials
Gen Institute Pt Ltd
ASSESSMENT 1 - STUDENT INFORMATION
Instructions for Students:
Whilst researching and writing your project it is important to:
Read the Assessment description carefully.
Assessment should be in a Word format.
Assemble and analyze a set of sources that you have determined are relevant to the issues you are investigating.
Acknowledge clearly when and how you are drawing on the ideas or phrases of others;
Consult your instructors when you are unsure about how to acknowledge the contributions of others to your thought and writing.
Read the Plagiarism policy and procedure carefully to understand the consequences that you could face if your work is plagiarized.
Student can seek clarification regarding the assessment required to be done.
Students can ask for reasonable time from Assessor for preparation of project or Assessment. Students can seek information on additional reading material and reference for completion of the assessments.
Students with special needs can seek assistance from Assessors depending upon the nature of the need.
Submit this document along with your Assessment work.
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Assessment 1 -PROJECT allocated to finish the assessment — 2 hours)
Performance objective
The candidate will demonstrate the ability to plan to meet customer requirements through the development of a customer service plan.
Assessment description
You will develop a customer service plan for the simulated business 'Innovative Widgets'. You will gather the background information on the simulated business from your Student Workbook and any information about Innovative Widgets that you may have created in the course of completing learning activities in the Student Workbook.
Assessment instructions
1 . Over the duration of the course, gather information on the Innovative Widgets simulated business from course materials.
2. Based on the information you gather, produce a customer service plan for Innovative Widgets. Develop the customer service plan using the template provided in Appendix 1. Your customer service plan should include:
a. vision and mission statements that refer to Innovative Widgets' provision of customer service
b. a list of internal and external customer types and their needs
c. product standards that include:
i. minimum safety requirements iv. pricing
ii. dimensions v. material iii. tolerances vi. delivery
d. policies and procedures for:
i. gathering customer information and conducting market research to identify customer needs using the RATER model ii. responding to customer complaints iii. managing records and data.
3. Develop a short (no more than one page) reflection on your plan and how the design of your plan will work to achieve quality customer service and legal compliance and how your plan is consistent with best practice models and voluntary standards and codes of practice. In your
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Appendix 1: Customer service plan template
Innovative Widgets Customer Service Charter
Welcome to Innovative Widgets!
Our vision and mission:

Create a vision and mission statement that includes reference to customer services

Who are our
Our internal customers are:

List Innovative Widgets' internal customers
Our external customers are:

List Innovative Widgets' external customers
We'll give you what you need ... and more!
We promise to deliver a widget that's right for your needs:
List relevant product quality specifications
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Customer support policy and procedure — collecting market research
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant List any legislation relevant to the application of this policy

legislation etc.
Updated/ Write the year this policyAñ/as approved, and who approved it authorised
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Customer support process/es
Write any processes that support this policy. Write processes in steps where possible, e.g. step : greet the customer; step 2: ask the customer what you can help them with, etc.
2. 3.
4.
Customer complaints policy and procedure
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant List any legislation relevant to The application of this policy

legislation etc.
Updated/ Write the year this policy was approved, and who approved it authorised
Customer complaints resolution process/es
Write any processes that support this policy. Write processes in steps where possible, e.g. step 1 : greet the customer; step 2 ask the customer what you can help them with, etc.
2. 3.
4.
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Recordkeeping policy and procedure
Purpose Briefly explain the purpose of this policy
Scope Briefly explain which people or departments of Innovative Widgets this policy applies to
Resources Note whether there are procedures associated with this policy
Relevant List anylegislation relevant to the application ofthis policy

legislation etc.
Updated/ Write the year this policy was approved,and who approved it authorised
Recordkeeping process/es
Write any processes that support this policy. Write processes in steps where possible, e.g. step 1: greet the customer; step 2 ask the customer what you can help them with, etc.
3.
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Version:
ASSESSMENT 2 - STUDENT Instructions for Students:
All students will be observed in a practical environment, with a The scenario will be explained to you by your trainer.
INFORMATION
simulated set-up.
classmates and ask questions from
to others if you are present in the performing.
voice and be careful about your
Listen and take notes if required.
unit.
play required to be done.
of Role Play.
depending upon the nature of the
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During your preparation time, you are allowed to work with your your trainer. You may also use any grammar book or dictionary. During the observation, do not talk or communicate in any way classroom. Everyone deserves silence and focus while they are Do not panic during the Observation, speak in a loud and clear pronunciation and grammar.
Your trainer will give you some feedback after your performance.
Follow the assessment instructions in the following page.
General Guidelines
Students will be informed as to when you will be observed in this
Student can seek clarification regarding the assessment/Role
Students can ask for reasonable time from Assessor for preparation Students with special needs can seek assistance from Assessors need.
Submit this document along with your assessment work.
Assessment 2
(Time allocated to finish the assessment — 2 hours)
Performance objective
The candidate will demonstrate the ability to ensure delivery of quality service through handling customer complaints, monitoring team performance, and intervening to develop team abilities to overcome difficulties in providing quality customer service.
Assessment description
You will use scenario information (provided) to address customer service issues through:
• monitoring customer setvice team performance to identify causes of customer service shortfalls
• addressing a complex customer complaint
• coaching an underperforming customer service employee in a role-play.
Assessment instructions Part A
1 . Review the information about Innovative Widgets that you gathered in Assessment Task 1.
2. Read the scenario provided in Appendix 1 of this task.
3. Review the customer service call data in Appendix 2 and analyse data to identify possible causes of customer service shortfalls.
4. Write a brief report (no more than 1 page) to the board of Innovative Widgets to:
a. summarise customer service team performance
b. identify possible causes of customer service shortfalls
c. identify options to address the problem/s.
5. Follow the customer complaints policy and procedures provided in Appendix 3 of this task to draft an email to Yore Mine Co. to clear up the misunderstanding and address their concerns. Ensure that your support of the customer provided is consistent with principles of customer service set out in the Innovative Widgets business plan and the customer service plan you develop in Assessment Task 1.
Part B
1. Prepare to participate in a role-play with Mary (your assessor) to address her performance issues. You need to prepare to:
a. run structured coaching session
b. ask questions to understand and clarify Mary's perspective
c. describe the policy and procedures for handling customer complaints
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f. document the coaching session and its outcomes in accordance with the recordkeeping policy and procedures developed in Assessment Task 1.
2. Arrange a time with the assessor to complete the coaching role-play and complete the role-play. Your Assessor will use Observation Checklist One to record your performance in this task, Please review Observation Checklist One before your role-play so you know what is expected of you.
3. Submit the required documents for assessment as per the specifications below. Be sure to keep a copy for your records.
Submission should include:
You must:
o submit a customer service report o submit an email to resolve a customer complaint o participate in a coaching role-play observed by the assessor o submit coaching documentation, e.g. coaching plan, notes, etc.
Your assessor will be looking for you to demonstrate:
reading skills to interpret Innovative Widgets information writing skills to match your style of writing to the documents' purpose and audience
o communication skills to:
o articulate organisational systems and policies use listening and questioning techniques to understand performance issues numeracy skills to interpret customer service data work skills to:
o apply Innovative Widgets organisational protocols to complaint resolution and coaching o recognise and account for strengths and experience of others to achieve outcomes o provide support to team member o address complex difficulties using problem-solving techniques technology skills to prepare and present documents
knowledge of organisational (Innovative Widgets) policy and procedures for handling customer complaints knowledge of techniques for dealing with customers with specific needs
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Appendix 1 : Innovative Widgets scenario
You are a customer service manager. It is currently December, and over the last few months, you have been receiving feedback from customers that customer service is just 'not what it used to be'. The board of Innovative Widgets has been made aware of the decrease in customer service quality and wants to know what you're going to do to fix the problem.
Mary is a member of your customer service team at Innovative Widgets. Her role is to receive telephone enquiries and complaints.
You have observed the following:
Mary has been rude to customers on several occasions. This behaviour contravenes company policy on the knowledge of the importance of friendly service to customers of Innovative Widgets.
Mary has recently developed a habit of letting the phone ring and then placing customers on hold. This behaviour contravenes company policy on the knowledge of the importance of prompt service to customers of Innovative Widgets.
Yesterday Mary received a complaint from a customer:
'l work as a buyer for the state's largest supplier of mining equipment, Yore Mine Co. We provide a lot of business to Innovative Widgets.
I ordered 1,000 x 7 mm widgets for delivery last Friday. I was promised that the delivery would arrive within three days. It's now a week later and they still haven't arrived. My production manager just telephoned me to say he might fail to deliver a major order unless the widgets arrive in the next four days.
A few weeks ago a consignment of widgets arrived from Innovative Widgets, but they were 6 mm widgets rather than the 7 mm I had ordered on that occasion.
I am considering going to another supplier for your widgets even though Innovative Widgets are the only Australian supplier. I could get them cheaper from China, but the saving isn't great when you add in the extra shipping costs.
I'm going to begin legal action if the widgets don't arrive today. I might order the widgets from China from now on.'
Mary misunderstood and thought that the customer had ordered the products yesterday and argued with him. She accused the customer of being unreasonable as Innovative Widgets is an industry leader in guaranteeing three day delivery.
When the misunderstanding was eventually cleared up, Mary wasn't sure how to track orders or reorder the products. She said there was nothing she could do as Innovative Widgets' procedures didn't seem to cover this issue.
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As the customer service manager, you will need to write an email to Yore Mine Co. to clear up the misunderstanding and address their concerns. You will also need to demonstrate your knowledge of how to develop team members and coach Mary to improve the quality of her customer service.
Use the Innovative Widgets Complaints policy and procedures document in Appendix 3 of this task to assist you.
The following is an excerpt from Innovative Widgets' business plan.
To keep every Australian business running smoothly using safe, quality widgets.
Innovate new ways of manufacturing and testing widgets
Deliver consistently high-quality customer service internally and externally
Keep Australian businesses buying Australian widgets through quality products and second-toGen Institute Pt Ltd Page 18 of 34

Appendix 3: Complaints policy and procedures
Innovative Widgets
Complaints Policy and Procedure
Purpose The purpose of this policy is to ensure the management of complaints is carried out consistently, fairly and transparently and in accordance with organisational requirements.

Scope The scope of this policy covers the management of customer complaints by employees and contractors of Innovative Widgets.

Resources Specific procedures for the implementation of this policy are available below and on the company intranet.

Responsibility Responsibility for the implementation of this policy rests with employees and management of Innovative Widgets with responsibility for managing customer complaints.

Relevant
• Privacy Act 1988 (Cwlth) legislation etc.
• Equal Opportunity Act 2010 (Vic)
• Competition and Consumer Act 2010 (Cwlth).

Updated/ 10/2011 -John Doe CFO
authorised
To manage complaints — customer service representatives
1 . Greet the customer courteously and give them your name.
2. Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jot them down. Ask questions and summarise what they are saying.
3. Never argue with the customer.
4. Apologise for any product fault or poor service. Be sympathetic. Ask if the customer will allow us to send the faulty item to our quality department for testing.
5. When you have all the details about the complaint, ask the customer how they would like it to be resolved.
6. No product replacements are within all staff members' authority.
7. All staff members can use their professional judgement and refund an additional 10% of the value of the faulty product up to a maximum value of $25.
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Assessment Resource
8. Complaints involving damage to other property are covered by our insurance. Help the customer to complete the Claims Form and ask if the customer can obtain quotes for repairs.
9. All complaints involving injury must be referred to the Customer Service Manager. Agree a suitable time for the Customer Service Manager to call the customer.
10. Any complaint that is not covered in the above procedures must be directed to the Customer Service Manager. Agree a time for the Customer Service Manager to call the customer.
To manage complex complaints — customer service manager
1 . Once you are alerted to a complex customer complaint, gather all the available details about the customer, and the problem being addressed.
2. Before contacting the customer, decide on what actions need to be taken to address the problem:
a. At a system level, to prevent similar problems occurring in the future
b. For the specific customer who has made the complaint
3. Once you have identified actions to be taken, contact the customer as soon as possible.
4. In your customer contact:
a. summarise the facts and the problem as you understand it and make an apology for the mistakes Innovative Widgets is responsible for.
b. describe what Innovative Widgets is going to do at a systems level to prevent or minimise these types of mistakes for all customers in the future.
c. Describe what Innovative widgets is going to do to solve the customer's specific problem immediately
d. Describe when you will follow-up with the customer to see if their problem has been resolved
e. Ask if there is anything else the customer needs to resolve the situation or repair the

relationship.
2.0 Gen Institute Pt

ASSESSMENT 3 - STUDENT INFORMATION
Instructions for Students:
Whilst researching and writing your assessment, it is important to:
Read the Assessment description carefully.
Assessment should be in a Word format.
Assemble and analyze a set of sources that you have determined are relevant to the issues you are investigating.

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ASSESSMENT 3
Performance objective
The candidate will demonstrate the ability to monitor, adjust and review customer service.
Assessment description
You will develop strategies to monitor progress and obtain customer feedback. You will use performance information and customer feedback provided by your assessor to review customer service strategies and produce a report with recommendations for improvement.
Assessment instructions
1 . Read the following scenario:
The board at Innovative Widgets is pleased with the control you have taken to address some of the customer sewice problems that had arisen. Mary is performing better at her job and feeling more confident in her role. Yore Mine continues to purchase their widgets from Innovative Widgets.
At this stage, the board would like you to take some steps to improve organisationwide delivery of customer service. They would like some specific targets developed to measure the performance of the customer service team. They would also like to monitor customer satisfaction levels and then recommend any changes required to improve the delivery of customer service at Innovative Widgets.
2. Develop a set of KPls for Innovative Widgets customer service representatives. KPls should address the areas of customer and business requirements identified below:
a. call/enquity/complaint handling time
b. following organisational procedures
c. identifying customer issues and opportunities to increase customer satisfaction or meet customer needs
d. assisting team members to improve customer service
e. assisting other internal customers of customer service team
f. customer retention sales
h. ability to handle complaints ability to record and store customer information
j. customer satisfaction.
3. Develop a plan or procedure for monitoring team members' performance against KPls.
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4. Develop a questionnaire to collect customer feedback related to KPls and/or designed to uncover identifiable gaps between services provided (including the quality of service) and customer expectations.
5. Arrange to meet with your manager (assessor) to receive performance data and feedback from customers.
6. Discuss issues and possible solutions with your manager (assessor). Your Assessor will use Observation Checklist Two to record your performance in this task. Please review Observation Checklist Two before your meeting, so you know what is expected of you
7. Analyse performance data and customer feedback to identify systemic customer service issues and trends.
8. Prepare a 1—2 page report for the management at Innovative Widgets containing recommendations for organisation-wide customer service improvement. The report should contain:
a. 3-4 recommendations. At least one recommendation should address how to improve public relations at Innovative Widgets.
b. A rationale for each recommendation based on your knowledge of:
i. problem identification and resolution ii. managing customer service and customer relationships iii. managing quality customer service delivery
iv. procuring appropriate technology to address customer needs.
9. Submit all documents to your assessor as per the specifications below. Ensure you keep a copy of all work submitted for your records.
Submission should include:
You must provide:
a set of KPls for customer service team members and a plan or procedure for monitoring team members' performance
• Evidence of meeting with the Manager a questionnaire to gather customer feedback
• a report containing recommendations for improvement of customer service.
Your assessor will be looking for:
reading skills to interpret Innovative Widgets information
• writing skills to match your style of writing to the documents' purpose and audience
• communication skills to use listening and questioning techniques to obtain information work skills to:
• collaborate with manager (assessor) to discuss customer service problems and options
address complex customer service problems and use problem-solving techniques to identify solutions
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ASSESSMENT 1 - ASSESSOR CHECKLIST
Student Name:
Student ID No:
Submit a customer service plan? Yes No
Submit a one page reflection on plan's design? Yes No
Submit all materials within the required timeframe? Yes O No
Performance indicators
Investigate customer needs? Yes No
Develop a customer service plan that reflects customer needs, including:
• product standards that include those agreed with Yore Mine, policies and procedures for:
• identifying customer needs that conform to the RATER model o responding to customer complaints o managing records and data? Yes No
Develop procedures that demonstrate knowledge of strategies for managing customer service:
understanding customer needs understanding how to build customer relationships? O Yes No
Develop records management procedures that show an understanding of internal needs to collect and store information appropriately? Yes No
Develop procedures to provide quality service to internal and external customers Yes No
Develop procedures that contain reference to relevant legislation, for example:
• Privacy Act 1988 (Cwlth)
State-based anti-discrimination or equal opportunity legislation O Yes No
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Produce a written reflection on how plan achieves purpose of providing quality customer service. Reflection should discuss:
how procedures will work to ensure quality time and cost specifications agreed with customers relevance of legislation included in policies and procedures
best practice models and voluntary standards and codes of practice (e.g. AS ISO Customer Satisfaction and Complaints Handling Standard) which inform the plan
customer service charters and importance for public relations and product/service promotion; candidate should explain why organisation should develop a charter to explain customer service to customers public relations and product promotions approaches appropriate for Innovative Widgets Yes No
Comments
Result: Satisfactory I Not Satisfactory I Not Assessed
Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Signature:
Date:
Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights. Signature:
Date:

OBSERVATION CHECKLIST 1 - ASSESSMENT 2
Student Name:
Student ID No:
Date observed:
Observation Checklist ONE
During the role-play, Did the student Satisfactory
Use the coaching session to address the team member's performance issues? For example:
• use the GROW model — goal, reality, options, will take the opportunity to discuss:
• knowledge of procedures o training o stress relief, amended work schedule, etc.. Yes O No
Describe policy and procedures for handling customer complaints (as per
Appendix 3 of the Assessment Task) Yes O No
Outline techniques for dealing with different types of IW customers? Yes O No
Explain techniques for solving customer complaints? For example:
techniques outlined in the customer complaints procedure (Appendix 3 of the Assessment Task) assuming the customer is telling you the truth never arguing with a customer being honest if you don't know the answer to a question acknowledging the customer's feelings, but concentrating on the facts apologising if appropriate asking the customer how they would like to see their complaint resolved offering what the customer wants (if within your authority) explaining what you are authorised to offer
explaining referral procedures to handle non-routine enquiries and complaints (candidate should discuss arrangements to have manager contact customer to discuss and resolve complaint as per procedures)? O Yes O No
Clearly articulate systems and standards in a team environment using language suitable to diverse audiences Yes O No
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Use listening and questioning techniques to obtain feedback and confirm understandin CJ Yes No
Identify and use appropriate conventions and protocols when communicating
with collea ues and customers Yes No
Collaborate with others, taking into account their strengths and experience, to achieve desired outcomes Yes O No
Provide support in field of expertise to team Yes CJ No
Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Signature:
Date:
Student: I declare that I have been assessed in this unit, in a fair and flexible manner. I have been provided with feedback on my performance Signature:
Date:

ASSESSMENT 2- ASSESSOR CHECKLIST
Student Name:
Student ID No:
Did the Student: Satisfactory
Submit a customer service report? O Yes No
Submit an email to resolve a customer complaint? Yes No
Performance Indicators
PART A
In report to board, summarise team performance and identify possible causes of customer service shortfalls? Yes O No
In report to board, identify options to address problems? Yes No
In the email to customer, demonstrate ability to resolve complaints in organisational requirements? For example:
• Follow the procedure to manage complex complaints (Appendix Assessment Task):
• Reflect the vision and mission of Innovative Widgets (IW) identifying IW's commitment to delivering quality customer service. line with
3 of the
through CJ Yes O No
Part B
Participate in a coaching role-play observed by the assessor? O Yes O No
Accurately document the coaching session and it's outcomes in line with the recordkeeping policy and procedures developed in Assessment Task 1 ? O Yes O No
Submit coaching documentation? Yes O No
Comments
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Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Signature:
Date:
Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights. Signature:
Date:

OBSERVATION CHECKLIST 2 - ASSESSMENT 3
Student Name:
Student ID No:
Date observed:
Observation Checklist TWO
During the meeting, Did the student Satisfactory
Arrange to meet with the Manager O Yes O No
Arrange to receive performance data and feedback from customers O Yes O No
Discuss issues and possible solutions with the manager (assessor) O Yes O No
Use listening and questioning techniques to obtain feedback and confirm understandin Yes O No
Identify and use appropriate conventions and protocols when communicating with collea ues and customers Yes O No
Collaborate with others, taking into account their strengths and experience, to achieve desired outcomes O Yes O No
Provide support in field of expertise to team O Yes O No
Comments
Result: Satisfactory I Not Satisfactory Not Assessed
Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Signature:
Date:
Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights. Signature:
Date:
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OGEN
ASSESSMENT 3 - ASSESSOR CHECKLIST
Student Name:
Student ID No:
Did the Student: Satisfactory
Submit:
a set of KPls for customer service team members and a plan or procedure for monitoring team members' performance a questionnaire to gather customer feedback a report containing recommendations for improvement of customer service? Yes No
Submit all materials within the required timeframe? Yes No
Performance Indicators
Develop KPls that address the customer and business needs?
For example, set targets that improve team performance from information provided to the candidate from the assessor (in assessment instruction. Yes No
Produce a clear, logical plan or procedure for monitoring performance against the KPls? Yes No
Develop a questionnaire designed to capture information related to KPls and gaps between service levels and customer expectations? Yes No
Discuss issues and possible solutions with the manager (assessor)? Yes No
Deliver a 1—2 page report containing 3-4 recommendations matched to problems as provided to candidate? Yes No
Explain recommendations and demonstrate knowledge of problem identification and resolution, managing customer service and customer relationships, managing quality customer service delivery,
procuring appropriate technology to address customer needs o consideration of technological solutions such as CRM systems Yes O No
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Assessor: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Signature:
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Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights. Signature:
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