T-1.8.

Details of Assessment
Term and Year Time allowed 1 week for each activity
Assessment No I Assessment Weighting 40%
Assessment Type WORKBOOK ACTIVITIES
Due Date Weeks 3, 4, 5 and 6 Room

Details of Subject
Qualification BSB40215 Certificate IV in Business
Subject Name Business Customer Service 1

Details of Unit(s) of competency

Unit Code (s) and BSBCUS401 Coordinate implementation of customer service strategies
Names

Details of Student
Student Name

College Student ID

Student Declaration: I declare that the work Signature: ___________________________

submitted is my own, and has not been copied or
plagiarised from any person or source. Date: _______/________/_______________

Details of Assessor
Assessor’s Name Wilson Del Rosario / Nadia Chowdhury
Assessment Outcome

Results Competent Not Yet Competent Marks / 40

FEEDBACK TO STUDENT
Progressive feedback to students, identifying gaps in competency and comments on positive improvements:
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

Student Declaration: I declare that I have been Assessor Declaration: I declare that I have
assessed in this unit, and I have been advised of my conducted a fair, valid, reliable and flexible
result. I also am aware of my appeal rights and assessment with this student, and I have provided
reassessment procedure. appropriate feedback

Signature: ____________________________ Student did not attend the feedback session.

Feedback provided on assessment.
Date: ____/_____/_____
Signature: ____________________________

Date: ____/_____/_____

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Purpose of the Assessment

The purpose of this assessment is to assess the Competent Not yet Competent
student in the following learning outcomes: (C) (NYC)

1.1 Clarify and accurately assess customer needs

using appropriate communication techniques
1.2 Diagnose problems matching service delivery to
customers and develop options for improved service
within organisational requirements
2.1 Ensure customer service strategies and
opportunities are promoted to designated individuals
and groups
2.2 Identify and allocate available budget resources
to fulfil customer service objectives
2.3 Promptly action procedures to resolve customer
difficulties and complaints within organisational
requirements
2.4 Ensure that decisions to implement strategies
are taken in consultation with designated individuals
and groups
Assessment/evidence gathering conditions

Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under “Purpose of the assessment”
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.

Resources required for this Assessment

 Weekly eLearning notes relevant to the tasks/questions should be read prior to undertaking the
assessment.
Instructions for Students
Please read the following instructions carefully
 This assessment has to be completed In class At home
 The assessment is to be completed according to the instructions given by your assessor.
 Feedback on each task will be provided to enable you to determine how your work could be improved.
You will be provided with feedback on your work within two weeks of the assessment due date. All other
feedback will be provided by the end of the term.
 Should you not answer the questions correctly, you will be given feedback on the results and your gaps
in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be
deemed competent for this unit of competency.
 If you are not sure about any aspects of this assessment, please ask for clarification from your
assessor.
 Please refer to the College re-assessment for more information (Student Handbook).

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Analyse the following research questions with written responses. This is an individual assessment.

Workbook Activity 1
(10 marks)

Instructions: Write answers to the 5 questions of Activity 1. This activity is to be completed in class
and is due Week 3.

1. Assume that you are working in a convenience store and a customer walks in. The customer
is searching for something but did not seek assistance from you. How would you
communicate to address the customer’s needs? Explain with no more than 200 words.
(2 marks)

For more information about the customer’s needs, refer to week 2 lecture Advise on
Customer Needs – Part 1 PPT on eLearning.

I would politely ask directly to the customer, but who knows? I don’t like people.
(I didn’t know how to answer this one.)

2. How do business organisations get feedback from their customers? What is the importance of
customer feedback to the business organisation? Explain with no more than 200 words.
(2 marks)

For more information about getting feedback, refer to week 2 lecture notes - Advise on
Customer Needs – Part 1 PPT on eLearning.

Business organisations get feedback from their customers through Quantitative

Methodologies, Qualitative Research and Experimental Research,

Customer feedback is important because it provides marketers and businessowners with

insight that they can use to improve their business, products and/or
overall customer experience.

3. What are the differences between internal and external customers? Who are the internal and
external customers of Academies Australasia? Explain with no more than 200 words.
(2 marks)

For more information about internal and external customers, refer to week 2 lecture notes -
Advise on Customer Needs – Part 1 PPT on eLearning.

External customers: People who buy and use your products and services.
Internal customers: Services partners, employees and contractors who are part of the
consumer-supplier chain.

Who are the internal and external customers of Academies Australasia?

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4. Provide and explain the Privacy Act 1988. How does the Privacy Act apply in the student
enrolment process? Reference: http://www.oaic.gov.au/privacy/privacy-act/the-privacy-act
(2 marks)

For more information about Privacy Act 1988, refer to week 1 lecture notes - Required
Knowledge PPT on eLearning.

The Privacy Act 1988 regulates how personal information is handled. The Privacy Act defines
personal information as:

…information or an opinion, whether true or not, and whether recorded in a material form or
not, about an identified individual, or an individual who is reasonably identifiable.

Common examples are an individual’s name, signature, address, telephone number, date of
birth, medical records, bank account details and commentary or opinion about a person.

How does the Privacy Act apply in the student enrolment process?

5. Codes of Practice set out a company or industry standards of conduct. They are guidelines
for fair dealing between the company and its customers.

An organisation such as Australia Post also has its code of practice. They call it Culture
Pillars of Australia Post. Research the Culture of Pillars of Australia Post on Google images
and/or http://auspost.com.au/media/documents/our-ethics-report.pdf.

Provide and explain the Culture Pillars. (2 marks)

The Culture of Pillars of Australia Post is the following:

Safety: To create and keep a safe working environment.

Accountability: Taking personal responsibility and working together to deliver the outcomes

Speed of Action: Quality outcomes quickly and efficiently

Customer focus: Being passionate about delivering exceptional value for customers.

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Workbook Activity 2
(10 marks)

Instructions: Write answers to the 5 questions of Activity 2. This activity is to be completed in class
and is due Week 4.

1. What should management consider in developing customer service strategies? Identify 3 and
explain. (3 marks)

For more information about customer service strategies, refer to week 3 lecture notes -
Advise on Customer Needs – Part 2 and week 4 lecture Support Implementation – Part 1 PPT
on eLearning.

Strategies Explanation

1 Organizations can’t meet the needs of their customers without

understanding what they want. The first step in a customer
Assess Customer improvement initiative is to talk to the customers to find out their
Needs perception of the services being provided and determining what their
needs and expectations are.

Once customer needs and expectations are identified and customer

satisfaction is measured, it is time to create goals for achieving
2 Set Goals customer satisfaction.
for Customer
Service

3 There should be a well thought out system for acknowledging and

rewarding employees for good customer service. Employees need
Reward and positive reinforcement and should be rewarded when they
Recognize Good demonstrate the desired behaviors of a strong customer service
Service culture.

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2. What should be considered when creating a budget to support customer service? Identify 2
and explain with no more than 200 words. (2 marks)

For more information about creating a budget to support customer service, refer to week 4
lecture notes - Support Implementation – Part 1 PPT on eLearning.

KPIs and other performance measures: KPIs are important to know how effectively a
company is achieving key business objectives.

Staff Skills and Expertise: They are needed in order to do a job or task.
Better you perform your job, better will be the feedback and customer satisfaction.

3. How do you effectively deal with customers’ complaints? Have you ever had an experience
with a difficult, rude or annoying customer? How did you handle that difficult situation? Explain
with no more than 200 words. (1 mark)

For more information about effectively dealing with customer’s complaints, refer to week 2
lecture notes - Advice on Customer Needs – Part 1 and week 4 lecture notes - Support
Implementation – Part 2 PPT on eLearning.

 Giving the customer full attention and listen to the whole problem before responding.
 Always use your initiative when dealing with complaints.
 Try to understand the complaint.
 Never pass the customer around from person to person

Have you ever had an experience with a difficult, rude or annoying customer? How did you handle
that difficult situation?

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4. What are the most common reasons why customers file a complaint in a retail clothes shop?
Identify 2 and explain with no more than 200 words. (2 marks)

For more information about reasons why customers file complaints, refer to week 4 lecture
notes - Support Implementation – Part 2 PPT on eLearning.

Poor Customer Service: When customer service representatives are not trained properly,
keep customers waiting for a long time and do not resolve issues, this is called poor customer
service.

Low Quality of Products or Services: If you promise high quality of your products or
services and what you deliver is of lower quality, then be sure, your customers will
share this bad experience publicly and most likely complain in social media networks.

5. Identify a retail shop that you regularly visit. What are the major reasons why you visit this
branch? Suggest 2 strategies on how this retail shop can further improve their services.
Explain with no more than 200 words. (2 marks)

For more information about customer service strategies, refer to week 3 lecture notes -
Advise on Customer Needs – Part 2 and week 4 lecture notes - Support Implementation –
Part 1 PPT on eLearning.

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Workbook Activity 3
(1 mark each = 10 marks)

Instructions: Complete the tasks of Activity 3. This activity is to be completed in class and is due
Week 5.

Discuss any TEN of the “Fifteen Principles of Customer Service”. Explain how these ten principles
can be applied in your workplace ore any chosen organisation.

For more information about the “15 Principles of Customer Service” refer to week 1 lecture notes -
Required Knowledge PPT on eLearning.

Workplace:

Principles of Customer Service Discussion and Application on Workplace

1. Quality Service Standards Publish a statement that outlines the nature and quality
of service which the customer can expect, and display it
prominently at the point of service delivery.

2. Equality/Diversity Identify and work to eliminate barriers to access to

services for people experiencing poverty and social
exclusion, and for those facing geographic barriers to
services.

3. Physical Access Provide clean, accessible public offices that ensure

privacy, comply with occupational and safety standards
and, as part of this, facilitate access for people with
disabilities and others with specific needs.

4. Information Take a proactive approach in providing information that

is clear, timely and accurate, is available at all points of
contact, and meets the requirements of people with
specific needs.

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5. Timeliness and Courtesy Deliver quality services with courtesy, sensitivity and
the minimum delay, fostering a climate of mutual
respect between provider and customer.

6. Complaints Maintain a well-publicised, accessible, transparent and

simple-to-use system of dealing with complaints about
the quality of service provided.

7. Consultation and Evaluation Provide a structured approach to meaningful

consultation with, and participation by, the customer in
relation to the development, delivery and review of
services. Ensure meaningful evaluation of service
delivery.

8. Choice Provide choice, where feasible, in service delivery

including payment methods, location of contact points,
opening hours and delivery times. Use available and
emerging technologies to ensure maximum access and
choice, and quality of delivery

9. Better Co-ordination Foster a more co-ordinated and integrated approach to

delivery of public services.

10. Internal Customer Ensure staff are recognised as internal customers and
that they are properly supported and consulted with
regard to service delivery issues.

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Workbook Activity 4
(10 marks)

Instructions: Write answers to the 4 questions of Activity 4. This activity is to be completed in class
and is due Week 6.

1. Identify and explain 3 techniques for identifying customer needs. Explain with no more than
200 words. (3 marks)

For more information about techniques for identifying customer needs refer to week 2 lecture
notes - Techniques For Identifying Customer Needs MS Word Document on eLearning.

Identify preferred shopping methods: As well as understanding why they shop, you will
also want to understand how they shop. To learn about your customers' preferred method
and means of shopping, consider if they:

 shop online, over the phone or in stores

 make spontaneous or carefully considered buying decisions.

Understand why they shop: Once you've identified who your customers are, you can find
out what motivates them to buy products and services.

Find out what they think of you: Learn about your customers' views and expectations of
your business and rivals.

2. Identify and explain 3 reasons why Complaint Management Systems is important for any
business. Explain with no more than 200 words. (3 marks)

For more information about complaint management systems, refer to week 4 lecture notes -
Support Implementation – Part 1 on eLearning.

You don’t always know what’s going on: Our perceptions are always influenced by our own
biases. For one reason or another, we tend to reassure ourselves when our present situation offers
uncertainties. It’s not hard to see why. After all, self-preservation is a natural instinct.

In the same way, businesses are often reluctant to retrace their steps or perform introspection to
understand what happened and why. For this reason, it is important to properly manage complaints in
order to make it easier to identify root causes.

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There’s always room for improvement: Once you’ve made the decision to listen, it is time to accept
the fact that you’ll always have room for improvement. Your business is not perfect. One day you
might find yourself stuck in a situation where you have to make an ethical, managerial or business
decision you never thought you’d have to make. Industry practices are changing every day and you’ve
got to keep up.

You should always be one step ahead: Lastly, a modern Complaints Management system gives
you a means of forming trust between yourself and your customer. Your competitors will find it difficult
to get your customers to defect if there is a strong relationship between you.

3. Explain organisational structure or levels of management. Which department in any typical

organisation should handle customer complaints? Explain with no more than 200 words.
(2 marks)

For more information about organisational structure, refer to week 6 lecture notes - Evaluate
and Report – Part 1 on eLearning.

Levels of Management’ refers to a line of demarcation between various managerial positions in an

organisation. The number of levels in management increases when the size of the business and work
force increases and vice versa. The level of management determines a chain of command, the
amount of authority & status enjoyed by any managerial position. The levels of management can be
classified in three broad categories:

1. Top level / Administrative level

2. Middle level / Executory
3. Low level / Supervisory / Operative / First-line managers

Customers complaints should be handled by the managers. They are responsible for
coordinating the activities within the division or department.

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4. Why it is important to have product and service standard? (1 mark)

Provide an example of a food standard that a fast food chain should have. Explain with no
more than 200 words. (1 mark)

For more information about standards, refer to week 2 lecture notes - Advice on Customer
Needs – Part 1 on eLearning.

Having a set of product and service standards is important because the customers have clear
expectations of what they want from the products and services they buy and use.

Example: Food storage

The intended outcome is that during storage, the safety and suitability of food is maintained
by:
• storing food so that it is protected from contamination and is in an appropriate environment
• storing potentially hazardous food at a temperature that minimises the opportunity for
pathogenic bacteria to grow

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