BSBCUS401 Coordinate Implementation of CustomerService StrategiesStudent Assessment BookletStudent first name: _______________________________________________________________Student last name: _______________________________________________________________
BSBCUS401 Coordinate Implementation of Customer Service StrategiesStudent Assessment Booklet© 2016 Eduworks Resources – Edited 2020 Ruby Institute PVO 20200120Eduworks Resources is a division of RTO Advice Group Pty. Ltd.If you have any enquiries, please contact us at [email protected] or on 1300 761 141.Visit to view our product range.The copyright of any adaptations and/or modifications to this material remains with Eduworks Resources.‘This is a modified document based on materials prepared by Eduworks Resources.’Material that has been modified by the RTO after purchase and that has received a non-compliant auditoutcome is not covered by our Customer Guarantee.Assessment Overview........................................................................................................................4
BSBCUS401 Coordinate Implementation of Customer Service StrategiesStudent Assessment BookletAssessment Plan...............................................................................................................................6Assessment Task 1 – Cover Sheet.....................................................................................................7Assessment Task 1 – Assessor Feedback.........................................................................................8Assessment Task 1 – Written Questions............................................................................................9Assessment Task 1 – Check............................................................................................................13Assessment Task 2 – Cover Sheet...................................................................................................14Assessment Task 2 – Assessor Feedback.......................................................................................15Assessment Task 2 – Case Studies.................................................................................................16Assessment Task 2 – Check............................................................................................................26Assessment Task 3 – Cover Sheet...................................................................................................27Assessment Task 3 – Assessor Feedback.......................................................................................28Assessment Task 3 – Project...........................................................................................................29Assessment Task 3 – Check............................................................................................................35Assessment Task 4 – Cover Sheet...................................................................................................36Assessment Task 4 – Assessor Feedback.......................................................................................37Assessment Task 4 – Role Play.......................................................................................................38Assessment Task 4 – Check............................................................................................................40
BSBCUS401 Coordinate Implementation of Customer Service StrategiesStudent Assessment BookletAssessment OverviewThis Student Assessment Booklet includes all your tasks for assessment of BSBCUS401 CoordinateImplementation of Customer Service Strategies.About your assessmentsThis unit requires that you complete five assessment tasks.You must complete all tasks to achievecompetency for this unit.Assessment TaskAbout this TaskAssessment Task 1: Written QuestionsYou must correctly answer all 24 questions to show thatyou understand the knowledge required of this unit.Assessment Task 2: Case StudiesYou are required to complete two case studies.Assessment Task 3: ProjectThis project consists of three parts:Part A: You must identify the needs and priorities ofan organisation in delivering services to customersPart B: You must review customer satisfaction fromat least five customersPart C: You will write a report to the business owner/manager on the outcomes of customer feedback.Assessment Task 4: Role PlayThis task consists of two parts:Part A: You will present your report to the businessmanager in a role play with your assessor outliningyour findings and recommendations fromAssessment Task 3 and agree on future customersPart B: You must write a response to clients whoprovided feedback.
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Term
Fall
Professor
TJ
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