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STUDENT ASSESSMENT
B OOKLET
BSBCUS501 MANAGE QUALITY CUSTOMER
SERVICE
Student first name: ______________________________________________________________________
Student last name: ______________________________________________________________________

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Contents
Assessment Overview ............................................................................................................................................ 4
About Your Assessments ................................................................................................................................... 4
How to Submit Your Assessments ..................................................................................................................... 4
Assessment Task Cover Sheet .......................................................................................................................... 4
Assessment Appeals .......................................................................................................................................... 4
Assessment Plan .................................................................................................................................................... 5
Assessment Task Cover Sheet – Assessment Task 1........................................................................................... 7
Assessment Task 1: Written Questions .................................................................................................................. 9
Assessment Task Cover Sheet – Assessment Task 2......................................................................................... 13
Assessment Task 2: Develop and Refine Customer Service Strategy ................................................................ 15
Part A – Identify Existing Customer Service Strategy ................................................................................. 16
Part B – Determine Customer Needs .......................................................................................................... 17
Part C – Assess Customer Needs ............................................................................................................... 18
Part D – Develop Customer Service Strategy ............................................................................................. 19
Part E – Present Customer Service Strategy .............................................................................................. 21
Assessment Task Cover Sheet – Assessment Task 3......................................................................................... 23
Assessment Task 3: Implement Monitor, and Review Customer Service Strategy ............................................. 25
Part A – Procure and Develop a Resource ................................................................................................. 26
Part B – Deliver, Monitor, and Support Customer Service .......................................................................... 28
Part C – Refine Customer Service Strategy ................................................................................................ 30
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© 2019 EDUWORKS RESOURCES PAGE 3
Assessment Overview
This Student Assessment Booklet includes all your tasks for assessment of BSBCUS501 Manage quality
customer service.
About Your Assessments

This unit requires that you complete three assessment tasks. You must complete all tasks to achieve
competency for this unit.
Assessment Task About This Task
Assessment Task 1: You must correctly answer all questions in this task to show that you
Written Questions understand the knowledge required of the unit.
Assessment Task 2: You will redevelop and refine an organisation’s existing customer service
Develop and Refine strategy to implement improvements.
Customer Service Strategy
Assessment Task 3: You will implement, monitor, and review the customer service strategies they
Implement, Monitor and have developed.
review Customer Service
Strategy
How to Submit Your Assessments

When you have completed each assessment task you will need to submit it to your assessor.
Instructions about submission can be found at the beginning of each assessment task.
Make sure you photocopy your written activities before you submit them – your assessor will put the documents
you submit into your student file. These will not be returned to you.
Assessment Task Cover Sheet

At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for
each task where you need to submit items for assessment, making sure you sign the student declaration.
Your assessor will give you feedback about how well you went in each task, and will write this on the back of
the Task Cover Sheet.
Assessment Appeals
You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to
your Student Handbook for more information about our appeals process.
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Assessment Plan
The following outlines the requirements of your final assessment for this unit. You are required to complete all
tasks to demonstrate competency for the BSBCUS501 Manage quality customer service.
Your assessor will provide you with the due dates for each assessment task. Write them in the table below.
Assessment Requirements Due date
1. Questions and Answers
2. Project
3. Project
AGREEMENT BY THE STUDENT

Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure
you sign this before you start any of your assessments.
Have you read and understood what is required of you in terms of assessment?  Yes  No
Have you read and understood the RTO’s policies and procedures related to  Yes  No
reassessment?
Do you understand the requirements of this assessment?  Yes  No
Do you agree to the way in which you are being assessed?  Yes  No
Do you have any special needs or considerations to be made for this assessment?  Yes  No
If yes, what are they?
___________________________________________________________________
Do you understand your rights to appeal the decisions made in an assessment?  Yes  No
Student name: ____________________________________________________________________________
Student signature: ______________________________________________ Date: ____________________
Assessor name: ___________________________________________________________________________
Assessor signature: _____________________________________________ Date: ____________________
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Assessment Task Cover Sheet – Assessment Task 1
Students: Please fill out this cover sheet clearly and accurately. Make sure you have kept a copy of your work.
Name:
Date of submission:
Unit:
 BSBCUS501 Manage quality customer service
Assessor to complete
Was this a
Satisfactory/ resubmission?
Assessment Task Not satisfactory Date Y/N
Written Questions
STUDENT DECLARATION
I _________________________________________________ declare that these tasks are my own work.
 None of this work has been completed by any other person.

 I have not cheated or plagiarised the work or colluded with any other student/s.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
 I understand that if I am found to be in breach of policy, disciplinary action may be taken against me.
Student signature: _________________________________________________________________________
Student name: ____________________________________________________________________________
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ASSESSOR FEEDBACK
Assessors: Please return this cover sheet to the student with assessment results and feedback.
A copy must be supplied to the office and kept in the student’s file with the evidence.
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Assessor signature: ________________________________________________________________________
Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________
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Assessment Task 1: Written Questions
TASK SUMMARY
You must answer all questions below correctly.
RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:

 Access to textbooks and other learning materials
 Access to a computer with Internet
 Access to a word processor
WHEN AND WHERE WILL THIS TASK BE COMPLETED?

 This task may be done in your own time as homework or you may be given time to do this task in class
(where applicable).
 Your assessor will provide you with the due date for this assessment.
WHAT HAPPENS IF I GET SOMETHING WRONG?

If your assessor marks any of your answers as incorrect, they will make arrangements with you about
resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may
need to provide new written responses to the questions that were answered incorrectly. Your assessor will give
you a due date by which this must be provided.
STUDENT INSTRUCTIONS FOR TASK 1

 This is an open book test – you can use your learning materials as reference.
 You must answer all questions in this task correctly.
 You must answer the questions by typing your answers in a word processor such as Microsoft Word or
similar program.
WRITTEN ANSWER QUESTION GUIDANCE

The following written questions may use a range of ‘instructional words’, such as ‘identify’ or ‘explain’. These
words will guide you as to how you should answer the question. Some questions will also tell you how many
answers you need to give – for example, ‘Describe three strategies…’.
 Describe – when a question asks you to ‘describe’, you will need to state the most noticeable qualities or
features. Generally, you are expected to write a response of two or three sentences in length.
 Explain – when a question asks you to ‘explain’, you will need to make clear how or why something
happened or the way it is. Generally, you are expected to write a response of two or three sentences in
length.
 Identify – when a question asks you to ‘identify’, you will need to briefly describe the required information.
Generally, you are expected to write a response of two or three sentences in length.
 List – when a question asks you to ‘list’, this means you will need to briefly state information in a list format,
often with a specific number of items indicated.
 Outline – when a question asks you to ‘outline’, this means giving only the main points. Generally, you are
expected to write a response of two or three sentences in length.
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QUESTION 1
Identify five Australian legislative acts relevant for customer service for an organisation that provides business-
to-business (B2B) services to customers.
QUESTION 2
Explain what the purpose of the Australian Competition & Consumer Commission (ACCC) is.
QUESTION 3
Identify two International standards used for best practice models of customer service.
QUESTION 4
List five techniques that should be implemented when dealing with customers.
QUESTION 5
Outline two techniques that should be implemented when dealing with customers with a hearing impairment.
QUESTION 6
Outline a technique that could be implemented when solving customer’s complaints where the customers are
displaying the following behaviour:
 Aggression
 Demanding
 Indecisiveness
 Talkative
QUESTION 7
Explain what customer needs research is and detail a process that an organisation could implement to
undertake this research.
QUESTION 8
Explain what customer relationship management is and why it’s important
QUESTION 9
Explain how organisations manage customer relationships including recording interactions between the
customers and customer service representatives.
QUESTION 10
Identify the system that an organisation should use to manage the ongoing quality of their products and/or
services.
QUESTION 11
Explain the steps in a problem-solving process used to manage a customer’s complaint about a product or
service.
QUESTION 12
List four techniques that can be implemented by customer service representatives to provide quality customer
service.
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QUESTION 13
Describe a continuous process for monitoring, managing and improving customer service relationships
QUESTION 14
List three strategies that organisations can employ to obtain customer feedback.
SUBMISSION REQUIREMENTS FOR TASK 1:

 Your answers to each question.
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Name:
Date of submission:
Unit:
Was this a
Project
STUDENT DECLARATION

Student name: ____________________________________________________________________________
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ASSESSOR FEEDBACK
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Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________
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Assessment Task 2: Develop and Refine Customer Service Strategy
The following assessment tasks use a simulated business called Complete Business Solutions Australia
(CBSA). In order to complete the assessment tasks, you will need to access information, templates, policies
and procedures found on the CBSA website. Your assessor will provide you with login details. Navigate to
www.cbsa.com.au, select ‘Log in’ and enter your username and password prior to completing your
assessment tasks.
For this assessment you will play the role of Business Compliance Specialist for CBSA. CBSA is a
consultancy service providing assistance with compliance, finances, human resources, information
technology and other business needs to ensure that businesses have the expertise and support they need to
survive and prosper. You should familiarise yourself with what CBSA does, its services and history, the
organisational structure of the business and its employees. Ensure that you read the Business Plan to
understand CBSA’s mission, vision, and business objectives.
TASK SUMMARY
There are two parts to this task:
 In Part A, you will be investigating the organisation’s existing customer service framework and strategy
 In Part B, you will be developing a strategy to gather customer feedback
 In Part C, you will be assessing customer feedback
 In Part D, you will be developing a customer service strategy
 In Part E, you will be presenting your customer service strategy for review and approval

 Access to a computer, the Internet, and a web browser
 CBSA organisational policies and procedures (accessible via the CBSA website)
 Business Plan (accessible via the CBSA website)
 Policy & Procedure Template (accessible via the CBSA website)
 At least five additional students (or assessors) to role play customers
 Feedback Register (accessible via the CBSA website)

(where applicable).

If you get something wrong you will need to resubmit that part of the task that has not been completed correctly
or fully. Your assessor will provide you with guidance as to what needs to be resubmitted and how.

Complete all parts of the assessment below.
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PART A – IDENTIFY EXISTING CUSTOMER SERVICE STRATEGY
To begin this part, read the following email and then complete the tasks that follow:
To: You
From: Henry Thomas (henry.thomas@cbsa.com.au)
Date/time: Monday 12:13PM
Subject: Customer Service Strategy
To You,
I have an important task for you. Currently the organisation is receiving unsatisfactory levels of customer
satisfaction with our services, and a large number of complaints. I would like you to review the current
processes we use for managing customer service, what our upcoming promotions are, and how we
communicate to our customers, so improvements can be made.
I need you to:
 Provide a brief summary of what organisational policies and procedures are currently being used for
delivering customer service both internally and externally
 Provide a summary of what current service promotions are set to take place
 Provide a summary of how the organisation communicates to its customers
Kind Regards,
Henry Thomas
Governance Manager
300 Fictional Way, Sydney, NSW 2000
Phone: 1800 111 222
www.cbsa.com.au
TASK
In this task, you need to review the organisation’s existing policies and procedures via the CBSA website, and
then provide answers to the following questions using a word processor:
1. Provide a brief summary of what organisational policies and procedures are currently being used for
delivering customer service both internally and externally. You should review all existing CBSA policies and
procedures to determine which are relevant to customer service.
2. Provide a summary of what current service promotions are set to take place. You should refer to the
organisation’s Business Plan for forthcoming advertising & promotional strategies.
3. Provide a summary of how the organisation communicates to its customers. You should refer to the
organisation’s Communication Policy & Procedures to determine how the organisation relates to its
customers.
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PART B – DETERMINE CUSTOMER NEEDS
To begin this part, read the following email and its attachment, then complete the tasks that follow:
To: You
Date/time: Tuesday 9:28AM
Subject: Investigate and Identify Customer Needs
Attachment: Quality Indicator Survey.docx
To You,
Thanks for providing an overview of what customer service policies and procedures we currently have in
place and how we relate to our customers. I would now like you to investigate and identify what the needs of
our internal/external customers are so we can plan accordingly.
Can you develop eight questions for our upcoming Quality Indicator Survey which can use to identify what
our customers’ needs are. I have attached the template for the survey. Can you please add the questions to
this and return to me at your earliest convenience.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
ATTACHMENT
Quality Indicator Survey.docx
QUALITY INDICATOR SURVEY

Customer name:
Date completed:
Survey Questions
<<Please add your questions here>>
TASK
Based on the email, and using a word processor you are to create eight questions that are designed to identify
the organisations customer needs.
Each question should be designed to address what the customers need, and what they think of the customer
service they received.
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PART C – ASSESS CUSTOMER NEEDS
To: You
Date/time: Wednesday 4:06PM
Subject: Assess Customer Needs
To You,
We have received the feedback to the Quality Indicator Survey you recently developed. Please assess the
responses and summarise these in the Feedback Register so they can be further reviewed.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
TASK
Based on the email, you are to summarise the responses to the Quality Indicator Survey that have been
received. To simulate real customer responses, the assessor will have at least five students role play the
organisation’s customers for the purpose of this activity so that responses can be provided to the survey
questions you have developed. The assessor will provide these responses to you.
Once the assessor has provided the responses to your survey questions, you are to summarise these using the
organisation’s Feedback Register (downloadable from the Employee section of the CBSA website). Using a
word processor, you are to record in the register for each customer:
 The date that the feedback was received
 The customer’s name
 The feedback channel that was used to provide the feedback (survey)
 Whether the overall feedback was positive or negative in nature
 A summary of the customers’ feedback to the survey questions asked
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PART D – DEVELOP CUSTOMER SERVICE STRATEGY
To: You
Date/time: Friday 2:46PM
Subject: Customer Service Policy and Plan
Attachment: Customer Service Plan.docx
To You,
Thank you for collating the customers’ feedback to the recent Quality Indicator Survey. Can you please
assess the feedback and then make some plans for the future based on your assessment in support of the
existing organisational policy and procedures.
Using your assessment as a basis, I would like you to develop the following to try and improve our customer
service strategy:
 A Customer Service Policy & Procedures using the Policy & Procedure template
 A Customer Service Plan using the attached template
I believe that we need to create a new role that can manage the customer relationships of our organisation
to ensure that we remain successful. Include this as an action in the Customer Service Plan along with an
action to undertake some support training of existing staff in the new policy and procedures.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
ATTACHMENT
Customer Service Plan.docx
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CUSTOMER SERVICE PLAN
Customer service mission and vision
Mission: <<Please insert the customer service mission here>>
Vision: <<Please insert the customer service vision here>>
Service standards
The customer service standards are:
 <<insert customer service standard 1 here>>
Schedule of actions
The following actions need to be undertaken to ensure the customer service plan objectives and standards
are met:
Action By When By When Status
TASK
Based on the email and its attachment, use a word processor to complete the following tasks:
1. Develop a Customer Service Policy & Procedures that:
 Uses the Policy & Procedures template
 Specifies the title of the policy
 States the purpose of the policy
 Details the policy including:
 Three service commitments to the customers
 Five customer service principles that the organisations staff should adhere to
 Details a basic procedure for how customer requests should be handled. It should cover the steps of
the customer interaction lifecycle including:
 Greeting
 Understanding
 Agreeing
 Solving
 Closing
2. Develop a Customer Service Plan that:
 Uses the Customer Service Plan template attached with the email
 Specifies a customer service mission
 Specifies a customer service vision
 Specifies four customer service standards. Each needs to specify the quality, time, or cost that needs
to be met to ensure the standard has been successfully achieved.
 Specifies at least two actions that need to be implemented to ensure success of the customer service
standards including:
 What the action is?
 Who will be responsible for implementing the action?
 When does the action need to be implemented by?
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PART E – PRESENT CUSTOMER SERVICE STRATEGY
To: You
Date/time: Wednesday 10:56AM
Subject: Customer Service Strategy Presentation
To You,
I would like you to present the Customer Service Policy & Procedures and Customer Service Plan to a sub-
set of our internal and external customers to get their feedback prior to implementing the new strategy.
Please prepare for the presentation, ensuring you provide an overview of:
 The components of the new Customer Service Policy and Procedures including:
 Its purpose
 The three service commitments to the customers
 The five customer service principles that the organisation’s staff should adhere to
 An overview of the procedure for a customer interaction
 The components of the new Customer Service Plan including:
 Mission and vision
 The four customer service standards
 An overview of the action plan
I will organise the sub-set of the attendees and let you know when the presentation will be taking place.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
TASK
Based on the email you are to undertake a presentation to a diverse sub-set of the internal and external
customers of the organisation. You will be presenting to five attendees who will form a representation of the
customers (role played by your assessor and four additional students/assessors).
During the meeting, your assessor will be looking to see that you can:
 Verbally lead the presentation of the main components of the Customer Service Policy & Procedures
 Verbally lead the presentation of the main components of the Customer Service Plan
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 Use listening skills to receive feedback and to answer any questions that the attendees may have
 Confirm the attendees understanding of the plan and policy by using questioning techniques
 Negotiate any changes to the plan and policy based on the attendee’s feedback and update as necessary
until approval is received

 Answers to questions for Part A.
 Quality Indicator Survey for Part B.
 Feedback Register for Part C.
 Customer Service Plan for Part D.
 Customer Service Policy & Procedure for Part D.
 Modified Customer Service Plan for Part E.
 Modified Customer Service Policy & Procedure for Part E.
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Name:
Date of submission:
Unit:
Was this a
Project
STUDENT DECLARATION

Student name: ____________________________________________________________________________
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ASSESSOR FEEDBACK
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Assessor name: ___________________________________________________________________________
Date: ___________________________________________________________________________________
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Assessment Task 3: Implement Monitor, and Review Customer Service Strategy
TASK SUMMARY
There are three parts to this task:
 In Part A, you will be procuring and developing a customer service resource
 In Part B, you will be monitoring and supporting customer service performance
 In Part C, you will be reviewing and making recommendations to improve the organisations’ customer
service strategy

 Access to a computer, the Internet, and a web browser
 Customer Service Plan you created in the previous assessment task
 Customer Service Policy you created in the previous assessment task
 CBSA organisational policies and procedures (accessible via the CBSA website)
 Position Description template (accessible via the CBSA website)
 Induction Checklist (accessible via the CBSA website)
 Complaints and Appeals Register (accessible via the CBSA website)
 Lessons Learned Form (accessible via the CBSA website)

(where applicable).

If you get something wrong you will need to resubmit that part of the task that has not been completed correctly
or fully. Your assessor will provide you with guidance as to what needs to be resubmitted and how.

Complete all parts of the assessment below.
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PART A – PROCURE AND DEVELOP A RESOURCE
To: You
Date/time: Wednesday 10:56AM
Subject: Customer Service Representative
To You,
I would like you to manage the procurement of the customer service representative as per the Customer
Service Plan action plan.
Following the Staff Management Policy & Procedures, can you:
 Develop a Position Description for the job role

 Select a candidate from the shortlisted candidates
 Develop an induction for the new employee
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
TASK
Based on the email, you are to complete the following tasks:
1. Using the Staff Management Policy & Procedures as a guide, develop a Job Position description for the
role using the Position Description template. Within the position description you must:
 Give the job role a title
 Specified the job title and job type
 Specify the job location
 Specify who the employee will report to
 Specify the main duties and responsibilities of the employee
 Specify any experience/qualification requirements
2. Using a word processor, briefly explain which of the following applicants you would select and why for the
position based on the following criteria:
 Candidate A has the appropriate skills, knowledge and experience and had a great interview.
 Candidate B has no formal customer service qualifications or experience, though they had a good
interview.
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 Candidate C has some of the customer service experience, but was very late for the interview, and the
interview went poorly.
3. Using a word processor, develop an Induction checklist using the Induction Checklist template of what
must be covered during the induction of the selected employee. The induction checklist should provide a
list of topics that must be covered during the orientation. This should cover standard topics that all new
employees must be taught, plus training of organisational policies and procedures that will be related to
their specific role.
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PART B – DELIVER, MONITOR, AND SUPPORT CUSTOMER SERVICE
To: You
Date/time: Friday 9:02AM
Subject: Service Delivery Issues
Attachment: Service Issues.docx
To You,
Over the last few weeks during the delivery of our services of our clients, a number of issues have occurred.
I would like you to review these service issues and advise how best to overcome these difficulties ensuring
that they don’t occur again.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
ATTACHMENT
Service Issues.docx
Case Study 1: Aggressive Sales Tactics

We have received negative feedback from a perspective client (Norton & Sons) eight days ago in regard to
Zane O'Brien who works in the Human Resources department. The perspective client advised that Zane was
overly aggressive and pushy during the client meeting, continually interrupting and trying to get them to sign
up to services. The client advised that they felt threatened and signed up to the services just to get rid of
Zane. The client never wants to deal with Zane again or CBSA for that matter, and would like a refund for the
services they have purchased.
Zane has some history of complaints, and has received a written warning previously in regards to poor
behaviour towards clients.
This issue needs to be resolved as quickly as possible, given that this will have some effect on the agreed
upon service standards.
Case Study 2: Apathetic Customer Service
We have received negative feedback from a client (Services International Pty Ltd) five days ago in regard to
Sam Tailor who works in the Information Technology department. This VIP client recently placed a support
call as they were having an issue with the new system that we recently developed for them to update their
technical systems.
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The client reports that upon placing the support call, Sam answered with a grunt and with words along the
lines of “What do you want?”. The client responded that they needed some help with a problem with the new
system, which Sam responded with “Well, it should be easy for you to figure this out. It’s a simple system
that even a child could use. Just do X, Y, and Z”. He then hung up.
The client was extremely upset and is thinking about switching their business needs to a competitor.
Case study 3: Poor Client Communication
You are monitoring a workgroup’s performance for a big project today and have noticed that the client’s
(Leverage Industries) feedback to the Project Manager has been very negative. The client is complaining
that the communication received so far during the project has been rather poor. They don’t receive any
regular updates so they are unsure of how the projects schedule is tracking. When they attempt to contact
members of the project team, they are very difficult to get hold of, and they say they will get someone else
within the team to call them back when they are able. They never receive this call and are thinking about
cancelling the contract.
TASK
Based on the email and the case studies in the attachment, you are to use a word processor to determine a
solution to each of the case studies’ complaints and document this in the Complaints and Appeals Register.
Within the Complaints and Appeals Register for each complaint you need to:
 Specify the date of the complaint
 Specify the name of the complainer
 Provide a summary of the complaint details including which service standard(s) in the Customer Service
plan might be impacted by this issue?
 Specify yourself as the reviewer, and today’s date as the review date
 Specify a solution to try and resolve the customer service issue to help the team member(s) involved. The
solution should detail what remedial steps that should be taken, including:
 any recommendations as to how the team member(s) should be supported to ensure this issue doesn’t
occur again
 any recommendations on what steps should be taken towards the client
 any changes to policies and procedures including the Customer Service Plan or Customer Service
Policy & Procedures
 any methods to monitor the team member/process to ensure that it doesn’t occur again
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PART C – REFINE CUSTOMER SERVICE STRATEGY
To: You
Date/time: Monday 12:25PM
Subject: Customer Service Strategy Review
To You,
Now that the new Customer Service strategy has been up and running for a while, I wish to share some
results against the service standards you developed:
 Service Standard 1: service standard was achieved
 Service Standard 2: service standard was not achieved
 Service Standard 3: service standard was not achieved
 Service Standard 4: service standard was achieved
Based on these results I would like you to review your experiences and document the lessons learned
during this process including:
 What worked well
 What didn’t work so well
 What improvements could be made to the Customer Service strategy.
Once you have documented the lessons learned I would like you to present your findings to myself and
Gavin Stead so we can discuss. I will arrange a time for the presentation to be undertaken and will get back
to you.
Kind Regards,
Henry Thomas
Governance Manager
Phone: 1800 111 222
www.cbsa.com.au
TASK
Based on the email, you are to complete the following task:
Review the Customer Service Plan along with the Customer Service Policy & Procedures you developed,
and your experiences in developing and implementing a customer service strategy, and then use the Lessons
Learned Form to document:
 What worked well
DOCUMENT1
 What didn’t work so well
 What recommendations for improvements could be made to the customer service strategy
Once you have documented the lessons learned, you are to present your findings. You will be presenting to
Gavin Stead and Henry Thomas (role played by your assessor and an additional student/assessor).
During the presentation, your assessor will be looking to see that you can:
 Verbally lead the presentation of what worked well
 Verbally lead the presentation of what didn’t work so well
 Verbally lead the presentation of what recommendations you would make to improve the customer
service strategy
 Use listening skills to receive feedback and to answer any questions that the attendees may have
 Confirm the attendees’ understanding of the plan and policy by using questioning techniques
 Negotiate any changes to the Lesson Learned Form based on the attendees’ feedback and update as
necessary until approval is received

 Position Description for Part A.
 Answer to candidate selection reasoning for Part A.
 Induction Checklist for Part A.
 Complaints and Appeals Register for Part B.
 Lessons Learned Form for Part C.
DOCUMENT1

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STUDENT ASSESSMENT

Student first name: ______________________________________________________________________

Student last name: ______________________________________________________________________

About Your Assessments

Assessment Task About This Task

How to Submit Your Assessments

Assessment Task Cover Sheet

Assessment Requirements Due date

1. Questions and Answers

AGREEMENT BY THE STUDENT

Do you understand the requirements of this assessment?  Yes  No

Student name: ____________________________________________________________________________

Student signature: ______________________________________________ Date: ____________________

Assessor name: ___________________________________________________________________________

Assessor signature: _____________________________________________ Date: ____________________

I _________________________________________________ declare that these tasks are my own work.

 None of this work has been completed by any other person.

Student signature: _________________________________________________________________________

Student name: ____________________________________________________________________________

Assessor signature: ________________________________________________________________________

Assessor name: ___________________________________________________________________________

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:

WHEN AND WHERE WILL THIS TASK BE COMPLETED?

WHAT HAPPENS IF I GET SOMETHING WRONG?

STUDENT INSTRUCTIONS FOR TASK 1

WRITTEN ANSWER QUESTION GUIDANCE

SUBMISSION REQUIREMENTS FOR TASK 1:

I _________________________________________________ declare that these tasks are my own work.

 None of this work has been completed by any other person.

Student signature: _________________________________________________________________________

Student name: ____________________________________________________________________________

Assessor signature: ________________________________________________________________________

Assessor name: ___________________________________________________________________________

RESOURCES AND EQUIPMENT REQUIRED TO COMPLETE THIS TASK:

WHEN AND WHERE WILL THIS TASK BE COMPLETED?

WHAT HAPPENS IF I GET SOMETHING WRONG?

STUDENT INSTRUCTIONS FOR TASK 2

From: Henry Thomas (henry.thomas@cbsa.com.au)

Date/time: Monday 12:13PM

Subject: Customer Service Strategy

From: Henry Thomas (henry.thomas@cbsa.com.au)

Date/time: Tuesday 9:28AM

Subject: Investigate and Identify Customer Needs

Attachment: Quality Indicator Survey.docx

QUALITY INDICATOR SURVEY

From: Henry Thomas (henry.thomas@cbsa.com.au)

Date/time: Wednesday 4:06PM

Subject: Assess Customer Needs

From: Henry Thomas (henry.thomas@cbsa.com.au)

Date/time: Friday 2:46PM

Subject: Customer Service Policy and Plan

Attachment: Customer Service Plan.docx

Action By When By When Status

From: Henry Thomas (henry.thomas@cbsa.com.au)

Date/time: Wednesday 10:56AM

Subject: Customer Service Strategy Presentation

SUBMISSION REQUIREMENTS FOR TASK 2:

I _________________________________________________ declare that these tasks are my own work.

 None of this work has been completed by any other person.

Student signature: _________________________________________________________________________

Student name: ____________________________________________________________________________

Assessor signature: ________________________________________________________________________

Assessor name: ___________________________________________________________________________

Student signature: __________________________ Date:

Assessor signature: _________________________ Date: