Bsb51918 diploma of leadership and management cluster

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BSB51918 Diploma of leadership and managementCluster number and name:LMD 3.1 Manage quality customer service and facilitatecontinuous improvementUnits of competency:BSBCUS501 Manage quality customer serviceBSBMGT516 Facilitate Continuous ImprovementStudent’s ID:43978 Ying YingLOOAssessor’s name:Davendra SINGHvision such as tunnelvision, where a personhas a loss of peripheral orside vision, or a lack ofcentral vision, whichmeans they cannot seethe straight ahead. Somecan see the outline ofobjects while others cansee the direction of light.Never touch the customer without asking permission,unless it’s an emergency.1.7.List two (2) best practice techniques used for dealing with customers who havelanguage disabilities. Briefly explain each technique. (MEDIUM)pg28
BSBMGT516 & BSBCUS501 Assessment ToolVersion dated: 3 July 2019Page 12 of 70
1.8.List two (2) best practice techniques used for dealing with customers who havelearning/developmental disabilities. Briefly explain each technique.pg28
ASSESSMENT TASKSQualificationBSB51918 Diploma of leadership and managementCluster number and name:LMD 3.1 Manage quality customer service and facilitatecontinuous improvementUnits of competency:BSBCUS501 Manage quality customer serviceBSBMGT516 Facilitate Continuous ImprovementStudent’s ID:43978 Ying YingLOOAssessor’s name:Davendra SINGHTask 1.8 BRepeat and repeatto the customerwhen we notunderstand fromthemCommunication may not being the same speed, must beslowly and clearly talk to them, if they did not understand,repeat the information again to them until they understand.Take advantage of assistive technology.1.9.Explain two (2)techniques for solving complaintsfor each of the following areas.(LONG) pg 79AreaTechnique 1Technique 2a.CustomerBehaviour
BSBMGT516 & BSBCUS501 Assessment ToolVersion dated: 3 July 2019Page 13 of 70
b.CustomerNeedsResearch

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Term
Fall
Professor
NoProfessor
Tags
Customer relationship management, Ying Ying LOO

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