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Assessment Information
Flexible students are to discuss a timeline with their facilitator for completion of this
unit.
If you have a permanent or temporary condition that may prevent you successfully
completing the assessment task(s) you should immediately talk with your trainer
about ‘reasonable adjustment’. This is the adjustment of the way you are assessed to
take into account your condition and may include providing a support person or extra
time. The assessment criteria cannot be altered.
What is the appeals process and through whom? If a student wishes to appeal
the result of an assessment event they should ask their trainer, the head teacher, or
the campus office for a copy of the appeal process and the form on which to record
their request for appeal.
For information about assessment in TAFE please see ‘Every Student's Guide to
Assessment in TAFE NSW’ which is available on the TAFE internet site at:
http://www.tafensw.edu.au/courses/about/assessment_guide.htm
Assessment Event 1
You are required to respond to all of the following questions and scenarios, and
submit this assessment to your teacher or assessor upon completion.
4 Name four (4) customer service policies and procedures that would assist
you in determining customer service standards.
What are some strategies that could be put in place to improve this
situation?
9 Why is it important to consult with other people about new strategies you
wish to implement for customer service?
BSBCUS401A Coordinate Implementation of Customer Service Strategies
13 Describe how you would monitor and review a customer service strategy
change you have implemented.
Assessment Event 2
1 Using your organisation, or the case study provided, complete the questions
below. Your answers should clearly respond to each task.
c What methods would you use to advise staff on customer service needs?
2 Locate and submit a Customer Service Policy for three (3) different aspects
of customer service
BSBCUS401A Coordinate Implementation of Customer Service Strategies
3 Locate and submit three (3) Customer Service feedback forms including an
online survey.
Assessment Event 3
1 Base your answers on the organisation you currently work for, or the
previous case study in Assignment 2 to complete the following tasks:
3 Your analysis of customer feedback has identified a need for staff to use
more appropriate communication skills, particularly listening skills. Prepare
a brief report to management outlining your results, identifying the
necessary changes, and making recommendations for the future.
BSBCUS401A Coordinate Implementation of Customer Service Strategies
Assessment of this unit may be in the form of preparing and presenting written
reports/presentations using appropriate technology to demonstrate that you can
advise on customer service needs; support implementation of customer service
strategies and evaluate and report on customer service needs. Your teacher will
provide more details about assessment.
In order to be deemed competent in this unit you will be assessed in a way that
provides evidence that you are able to:
• Identify the needs of major customer groups of the organisation
• Identify the customer service standards of the organisation
• Identify strengths and weaknesses of the organisation’s current service
performance in relation to these standards
• Allocate the resources required to deliver effective customer service
• Identify roles and responsibilities of employees in relation to service delivery
and complaints handling
• Demonstrate action to resolve customer complaints
• Update systems used to maintain customer satisfaction records
• Evaluate and report on customer service delivery
• Demonstrate effective people management skills in a customer service
environment
• Demonstrate effective oral and written communication skills
• Demonstrate effective analysis and problem solving skills in a customer
service management environment
• Use business technology to present a business report based on customer
service needs