Assessment II - Customer Service (1).docx - T-1.8.1 Details of Assessment Term and Year 2,2018 Time allowed Weeks 7,8 Assessment No 2 Assessment

Assessment II - Customer Service (1).docx - T-1.8.1 Details...

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T-1.8.1 Details of Assessment Term and Year 2,2018 Time allowed Weeks 7,8 Assessment No 2 Assessment Weighting 50% Assessment Type Customer Service Project and Role-play (IN PAIRS) Individual submission Due Date Week 7,8 Room TBA Details of Subject Qualification BSB51915 Diploma of Leadership and Management Subject Name Customer Service Details of Unit(s) of competency Unit Code (s) and Names BSBCUS501 Manage Quality Customer service Details of Student Student Name Leandro Henrique Giacomini College Academies Australasia Student ID 201837545 Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. Signature: ___________________________ Date: _______/________/_______________ Details of Assessor Assessor’s Name Nadia Chowdhury / Ali Kauser Assessment Outcome Results Competent Not Yet Competent Marks / 50 FEEDBACK TO STUDENT Progressive feedback to students, identifying gaps in competency and comments on positive improvements: ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________ Customer Service, Assessment No.2 Page 1 v1.0, Last updated on 22/10/2019 by MM
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T-1.8.1 Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my right to appeal and the reassessment procedure. Signature: ____________________________ Date: ____/_____/_____ Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Student did not attend the feedback session. Feedback provided on assessment. Signature: ____________________________ Date: ____/_____/_____ Customer Service, Assessment No.2 Page 2 v1.0, Last updated on 22/10/2019 by MM
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T-1.8.1 Purpose of the Assessment The purpose of this assessment is to assess the student in the following learning outcomes: Competent (C) Not Yet Competent (NYC) Plans, policies or procedures for delivering quality customer service develop and manage organisational systems for quality customer service develop and review plans, policies and procedures for delivering and monitoring quality customer service implement policies and procedures to ensure quality customer service monitor and assist teams to meet customer service requirements develop, procure and use human and physical resources to support quality customer service delivery 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 Computer with relevant software applications and access to internet Weekly eLearning notes relevant to the tasks/questions 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.
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