Assessment Task 3
BSBCUS501 Manage quality customer service
Monitor and improve
he assessment task is due on the date told to you by your assessor.
changes to this arrangement must be approved by your assessor in writing.
Submit this document with any required evidence attached. See specifications
below for details.
The student will demonstrate/show the ability/skills to monitor/check, adjust and
review customer service.
Using the background information on Innovative Widgets from your Student
Workbook and from documentation provided throughout the course, you will
develop strategies/plans to monitor/check progress and obtain customer
feedback. You will use performance information and customer feedback provided
by your assessor to review customer service strategies/plans and produce a report
with recommendations/ideas for improvement.
Read the following scenario:
The board at Innovative Widgets is pleased with the control you have taken to
address some of the customer service problems that had arisen. Mary is performing
better at her job and feeling more confident in her role. Yore Mine continues to
purchase their widgets from Innovative Widgets.
At this stage, the board would like you to take some steps to improve organisation-
wide delivery of customer service. They would like some specific targets developed
to measure the performance of the customer service team. They would also like to
© 2015 Innovation and Business Industry Skills Council Ltd / Modified July 2015 1
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