BSBCUS501: Assessment 2
It is essential that you read the Unit Assessment Guide before completing this assessment.
What you have to do
Each day we make observations about the level, nature, type and quality of customer service provided to us by various organisations. In this assessment you are required to describe the customer service experience provided by an organisation of your choice. You will also need to critically discuss the effectiveness of the service, organisational operations and other processes supporting its service delivery.
We recommend, if possible, you base the assessment on an organisation in which you are currently, or have previously been, employed.
You may also choose an organisation you deal with in the course of your work if you have access to relevant information required to satisfactorily answer the assessment questions. The suggested word count (where shown) after each question is an indication only. You should try to provide specific answers to each question in a short succinct manner ensuring you communicate all relevant information.
In preparing your answers to the following Tasks, please use the Task number and part as your heading. E.g. Task 1 (a), Task 1(b), etc.
Task 1
In this task you will provide an overview of your chosen organisation.
a) Identify the industry and briefly describe the functions of your nominated organisation. (100 words)
b) Briefly list and describe the organisation’s products and services (100 words)
c) Provide the organisation’s published Customer Service policy or charter (include this as Appendix 1). Evaluate the adequacy of the policy and how accessible it is to those inside and outside the organisation. (200 words)
LA019808 Assessment 2, Unit BSBCUS501, Ed 2 1
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 2, December 2015
Task 2
In this task you will determine how the organisation plans to deliver quality customer service to its customers.
a) Evaluate how the organisation and its teams carry out research to establish and monitor the needs and expectations of its current and potential customers. (200 words)
b) Evaluate how the organisational planning at both the strategic and operational levels ensures the organisation meets the needs and expectations of its customers. (250 words)
Task 3
In this task you will determine how the organisation ensures that it is able to meet its customers’ needs and expectations.
a) With reference to the Customer Service Policy (or charter) you provided in Task 1 (c), discuss the adequacy of the organisation’s resources to meet the needs and expectations of its customers. (100 words)
b) What are the strategies used by the organisation to monitor team performance to ensure that staff consistently meet the organisation’s quality and delivery standards? (150 words)
c) How does the organisation help colleagues overcome difficulties in meeting customer service needs? Include strategies such as coaching and mentoring that are used to develop staff and ensure that the organisation has the appropriate human resource skills. You could also consider any informal opportunities available to staff. (250 words)
Task 4
In this task you will determine how the organisation ensures that it is able to meet its customers’ needs and expectations.
In this task you will determine how the organisation responds to enquiries or complaints from customers, taking into account established benchmarks within the relevant industry.
a) Evaluate specific actions taken by the organisation in response to the enquiries or complaints it receives. (250 words)
b) Identify one specific legislative area (e.g. privacy law as it relates to the collection, storage and usage of customer information for the organisation) and explain how the organisation complies with the legislation when responding to enquiries or complaints it receives. (350 words)
2 LA019808 Assessment 2, Unit BSBCUS501, Ed 2
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 2, December 2015
Checklist
I have:
• Clearly identified my answers
• Included a bibliography
• Included my name, student number, unit number, assessment number • Reviewed and spell checked my document • Saved a copy on my own computer.
LA019808 Assessment 2, Unit BSBCUS501, Ed 2 3
© New South Wales Technical and Further Education Commission, 2015 (TAFE NSW – WSI), Archive version 2, December 2015