Bsb51918 diploma of leadership and management cluster

BSB51918 Diploma of leadership and management
Cluster number and name:
LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID: 43978 Ying Ying LOO
Assessor’s name: Davendra SINGH
vision such as tunnel
vision, where a person
has a loss of peripheral or
side vision, or a lack of
central vision, which
means they cannot see
the straight ahead. Some
can see the outline of
objects while others can
see 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 have
language disabilities . Briefly explain each technique. ( MEDIUM )pg28
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 12 of 70
1.8. List two (2) best practice techniques used for dealing with customers who have
learning/developmental disabilities . Briefly explain each technique.pg28

ASSESSMENT TASKS
Qualification
BSB51918 Diploma of leadership and management
Cluster number and name:
LMD 3.1 Manage quality customer service and facilitate
continuous improvement
Units of competency: BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID: 43978 Ying Ying LOO
Assessor’s name: Davendra SINGH
Task 1.8 B
Repeat and repeat
to the customer
when we not
understand from
them
Communication may not being the same speed, must be
slowly 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 complaints for each of the following areas.
( LONG ) pg 79
Area Technique 1 Technique 2
a.
Customer
Behaviour
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 13 of 70
b.
Customer
Needs
Research