BSBCUS301
Deliver and monitor a service to customers
Assessment Workbook
Table of Contents
Table of Contents 1
Assessments 2
Assessment Task 1A 2
Assessment Task 1B 3
Assessment Task 1C 4
Assessment Task 1D 5
Assessment Task 2A 6
Assessment Task 2B 7
Assessment Task 2C 8
Assessment Task 2D 9
Assessment Task 2E 10 Assessment Task 3A 11 Assessment Task 3B 12
Assessment Task 3C 13
Assessment Task 3D 14
Skills and Knowledge Assessment 15
Practical Assessment 16 Major Assessment 17
Assessments
Assessment Task 1A
Estimated Time 20 Minutes
Objective To provide you with an opportunity to use appropriate interpersonal skills to accurately identify and clarify customer needs and expectations
Assessment Question 1: What are three keys steps to have a successful customer/supplier interaction?
Question 2: What are three examples of customer needs and expectations?
Question 3: What are five examples of interpersonal skills?
Question 4: Based on the above list, pick out three and expand on your understanding of the examples.
Question 5: Assume that you work at a café as a barista, what should you do if you don’t understand a complicated coffee order?
Assessment Task 1B
Estimated Time 30 Minutes
Objective To provide you with an opportunity to assess customer needs for urgency to determine priorities for service delivery according to organisational and legislative requirements
Assessment Question 1: Why is it important to work out if the customer request is urgent?
Question 2: Imagine that you run a successful café or bar (or both!) it is Saturday evening – your busiest time! What three factors might alter the delivery of food and drinks to your clients? What should you tell your staff to say to your customers?
Question 3: Based on your experience, what are some signs that will help you assess a customers’ other needs for urgency and determine priorities in a retail environment?
Question 4: What are four organisational and legislative requirements that may affect their ability to deliver on client needs?
Assessment Task 1C
Estimated Time 20 Minutes
Objective To provide you with an opportunity to use effective communication to inform customers about available choices for meeting their needs and assist in the selection of preferred options
Assessment Question 1: Why is reflective questioning effective in meeting customer needs?
Question 2: What are four examples of poor listening skills?
Question 3: What are four examples of good listening skills?
Question 4: Describe the key elements of effective communication when interacting with customers. (write at least three)
Assessment Task 1D
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify limitations in addressing customer needs and seek appropriate assistance from designated individuals
Assessment Question 1: Based on your experience, describe at least two limitations that a café (or another industry that you are familiar with) will have in meeting the requirements of their business.
Question 2: Describe in at least one sentence each how the following can assist you in customer service:
A colleague assists you
Other customers can assist you
Assessment Task 2A
Estimated Time 15 Minutes
Objective To provide you with an opportunity to provide prompt service to customers to meet identified needs in accordance with organisational and legislative requirements
Assessment Question 1: Describe three customer service standards that may be seen in an organisation. Write at least a sentence for each answer.
Question 2: Describe a situation when you have received prompt service. Describe in at least two sentences how you felt.
Question 3: Write at least three sentences describing how legislation affects prompt customer service.
Assessment Task 2B
Estimated Time 15 Minutes
Objective To provide you with an opportunity to establish and maintain appropriate rapport with customers to ensure completion of quality service delivery
Assessment Question 1: What is meant by the term Rapport?
Question 2: What are three ways in which you could build rapport?
Question 3: What, in your opinion, does the term “Quality Service Delivery” mean?
Assessment Task 2C
Estimated Time 25 Minutes
Objective To provide you with an opportunity to sensitively and courteously handle customer complaints in accordance with organisational and legislative requirements
Assessment Question 1: Describe two opportunities that complaints present to an organisation. (Write at least two sentences for each).
Question 2: What are the steps that you should follow when dealing with a complaint?
Question 3: Name three rights a supplier has when dealing with customer complaints.
Question 4: ‘Create fans from complaints’. Describe in two or more sentences what this means for you.
Assessment Task 2D
Estimated Time 20 Minutes
Objective To provide you with an opportunity to provide assistance or respond to customers with specific needs according to organisational and legislative requirements
Assessment Question 1: What are three examples of clients who may have special needs?
Question 2: Why is it important to provide assistance or respond to customers with specific needs? (write at least two sentences)
Question 3: Give two different examples of how you could provide assistance or respond to customers with specific needs.
Assessment Task 2E
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify and use available opportunities to promote and enhance services and products to customers
Assessment Question 1: In addition to generating additional sales, what does interaction with clients provide additional opportunities to do?
Question 2: Why is it important to promote and enhance services and products to customers?
Assessment Task 3A
Estimated Time 25 Minutes
Objective To provide you with an opportunity to regularly seek and review feedback relating to customer satisfaction with service delivery using verifiable evidence according to organisational and legislative requirements, and use this to improve the provision of products and services
Assessment Question 1: What might happen if you are not regularly recording the organisations’ excellence in customer service?
Question 2: What is meant by the term, “Verifiable evidence”?
Question 3: What are three examples of verifiable evidence?
Question 4: Why is it important to regularly review customer satisfaction of service delivery? (write at least two sentences)
Assessment Task 3B
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify opportunities to enhance the quality of service and products, and pursue within organisational and legislative requirements
Assessment Question 1: Imagine that you are the manager of a restaurant that is open Friday-Sunday for lunch and Wednesday-Sunday for dinner. In one week, the following have been documented:
• 4 complaints about the wrong meal (2 on Thursday night, 1 on Friday night;
1 on Sunday lunch);
• 2 complaints about slow service on Thursday night ('not enough staff' according to one customer);
• 2 meals cold (one on Sunday lunch; not sure of the other);
• 3 people didn't like their dessert.
a) Review this feedback. Write three questions that need to be asked about staff, processes, table numbers, and menu.
staff –
processes –
table numbers –
menu –
b) Describe one organisational process that could be implemented in relation to one part of this situation.
Question 2: Discuss three changes that can be made to the Hair salon based on the scenario outlined in this section of your Learning Guide. (write at least two sentences for each).
Assessment Task 3C
Estimated Time 20 Minutes
Objective To provide you with an opportunity to monitor procedural aspects of service delivery for effectiveness and suitability to customer requirements
Assessment Question 1: Why is it important to monitor the process of service delivery? (write at least four points).
Question 2: Imagine that you run a successful café, what are five effective methods of service delivery that you could observe your staff doing?
Question 3: Why do you think that you should have a standard operating procedure checklist for when monitoring your staff performance?
Question 4: What two methods could you use to verify effectiveness of service delivery for customer requirements?
Assessment Task 3D
Estimated Time 25 Minutes
Objective To provide you with an opportunity to ensure reports are clear, detailed and contain recommendations focused on critical aspects of service delivery
Assessment Question 1: What role do recommendations play when writing reports?
Question 2: When reporting on service delivery, why is it important to ensure that reports are clear and specific?
Skills and Knowledge Assessment
Estimated Time 45 Minutes
Objective To provide you with an opportunity to demonstrate your knowledge of the foundation skills, knowledge evidence and performance evidence.
Assessment The answers to the following questions will enable you to demonstrate your knowledge of:
• Reading
• Writing
• Oral communication
• Navigating the world of work
• Interacting with others
• Getting the work done
• Key provisions of relevant legislation from all levels of government that may affect aspects of business operations
• Organisational policy and procedures for customer service, including handling customer complaints
• Examples of verifiable evidence that could be used to review customer satisfaction
• The interpersonal skills needed for serving customers, including customers with
specific needs
Answer each question in as much detail as possible.
Question 1: Identify three types body language you should monitor when talking with a customer.
Question 2: Give an example of an actual complaint which you have personally experienced, briefly outlining the nature of the complaint and the steps you took to deal with and/or resolve it following policy and procedures. (Your answer should be at least four steps).
Question 3: Give four examples of verifiable evidence that can be used to review customer satisfaction.
Question 4: Describe the interpersonal skills that are necessary when serving customers, including customers with specific needs. (write at least three sentences)
Instruction 1: Design a suitable complaint form for an organisation that you are familiar with (e.g. your employer, or Lexis). Make sure to include provision for the following points:
1. Client contact details
2. The date and time of the complaint
3. The reason for the complaint
4. Feedback from an employee, and
5. Anything else that you feel is relevant for lodging a complaint
Practical Assessment
Estimated Time 5-10 Minutes
Objective To provide you with an opportunity to demonstrate your knowledge of the entire unit.
Presentation This is a practical demonstration – your instructor will schedule a time for your group performance.
You are new to Super Z-Mart and work at the return desk. There are two customers waiting to return an item. One old man is sitting in a wheelchair and visibly agitated that he has to wait to return his camping bag.
The second person is a young male. He wants to return a pair of trousers. It seems that he is not in a hurry at all; he is playing with his mobile devise and hardly pays any attention.
Make sure you cover the following points:
1. Assess customer needs and prioritise for urgency
2. Sensitively and courteously handle customer complaints
3. Identify limitations in addressing customer needs and seek appropriate assistance from a senior staff member
4. Reassure the customer and provide assistance to rectify the complaint
Instructions:
After the role play -
• Attach anything that you have prepared for this role play
Major Assessment
Estimated Time 1 Hour
Objective To provide you with an opportunity to demonstrate your knowledge of the entire unit.
Assessment You must individually answer the following questions in full to show you competency of each element:
1. Identify customer needs
2. Deliver a service to customers
3. Monitor and report on service delivery
Instruction 1: You are required to develop a Customer Service plan for the business that you used in the Skills and Knowledge Question above (or you may choose another business/industry, for example, a restaurant, a clothes shop, a book shop, a street vendor or a website designer working from home).
Your guide should include the following headings (you will need to write 3-5 sentences on each):
1. Our Customer Service vision
2. Our Customer needs
3. How to identify customer needs
4. Our customer service standards
5. Techniques for relationship building with our customers, including rapport
6. Our Customer Service strategies
7. How to resolve Customer difficulties and complaints
8. How to get feedback about our Customer Service skills
9. Ways to encourage feedback and record it!
10. Updating this plan. When, who, how, why?
Answers will vary considerably. Care should be taken that they have carefully though through their response to each question, and that their learning is evident.
LTTC BSBCUS301 Assessment Workbook V3.01219