BSBCUS501 Manage quality customer service - Assessment Task 2.docx - Assessment Task 2 Manage quality customer service BSBCUS501 2672K Student

BSBCUS501 Manage quality customer service - Assessment Task 2.docx

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AssessmentTask 2Manage qualitycustomer serviceBSBCUS501
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Student Declaration To be filled out and submitted with assessment responsesI declare that this task and any attached document related to the task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s)I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process explained to meI have correctly referenced all resources and reference texts throughout these assessment tasks. I have read and understood the assessment requirements for this unitI understand the rights to re-assessmentI understand the right to appeal the decisions made in the assessment------OFFICE USE ONLY-----For Trainer and Assessor to complete:Student requested reasonable adjustment for the assessmentCompleted successfullyCommentsYNInnovation and Business Industry Skills CouncilLtd, 1stEdition BSBCUS501 Manage quality customer service V2 2020Page 2 of 32RTO Provider: 91153 - CRICOS Code: 2672Kgreenwichcollege.edu.au
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Did the student satisfactorily:The student has satisfactorily completed and submitted the following documents:Record of standards, budget and timelinesSelection of three ideas with justificationCustomer service charter and planCustomer support policyRecord keeping policyPeer review recordEmail report to the boardEmail to address the Yore Mine Co’complaintObservation checklist (Role-Play Task 2.2. c) ) Record of the outcome of the meeting with MaryInvestigated, identified, assessed, and included the needs of customers in planning processes.This is evidenced by:Participation to the focus groupPeer-review of own workDevelopment of a customer service charter, plan and 2 policiesrelevant to customer serviceInnovation and Business Industry Skills CouncilLtd, 1stEdition BSBCUS501 Manage quality customer service V2 2020Page 3 of 32RTO Provider: 91153 - CRICOS Code: 2672Kgreenwichcollege.edu.au
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Ensured plans achieve the quality, time and cost specifications agreed with customers.This is evidenced by:Peer-review of own workDemonstrated ability to deliver products and services to customer specifications within organisation’s business planThis is evidence by:Review of current customer service performancePlanning for remedial actionsEmail to address a customer complaintCoaching session developed and delivered to support a colleague inthe customer service teamMonitored team performance to consistently meet the organisation’s quality and delivery standardsThis evidenced by:Report to the boardCoaching session developed and delivered to support a colleague inthe customer service teamHelp colleagues overcome difficulties in meeting customer service standardsInnovation and Business Industry Skills CouncilLtd, 1stEdition BSBCUS501 Manage quality customer service V2 2020Page 4 of 32RTO Provider: 91153 - CRICOS Code: 2672Kgreenwichcollege.edu.au
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This evidenced by:
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