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A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.Resources required for this Assessment·Computer with relevant software applications and access to internet·Weekly eLearning notes relevant to the tasks/questionsInstructions for StudentsPlease read the following instructions carefully·This assessment has to be completed In class At home·The assessment is to be completed according to the instructions given by your assessor.·Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term.·Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency. ·If you are not sure about any aspects of this assessment, please ask for clarification from your assessor.·Please refer to the College re-assessment for more information (Student Handbook).ASSESSMENT BRIEF & INSTRUCTIONSThis assessment comprises both the knowledge evidencein PART A and the evidence onmanaging organisational systems to ensure quality customer service within a simulatedworkplace environmentin PART B. You are required to respond to all the knowledge evidencequestions (PART A) and as well as complete the Customer Service Improvement Project (PART B) tobe deemed competent. In this assessment learners are required to develop and manageorganisational systems for customer service, review and modify plans, policies and procedures.Learners are also required to monitor and assist teams in regards to customer service.PART A: KNOWLEDGE EVIDENCE – 25%This assessment comprises the knowledge evidence of the unit BSBCUS501. You are required to respond to the Ten (10) knowledge evidence questions in order to be evaluated for the underpinning knowledge requirements attached to the unit. This part of the assessment has been established with the aim to measure your knowledge, skills and attributes in ensuring quality customer service. Through this assessment you are required to provide evidence of your understanding of quality customer service in relation to legislative context, outline techniques for dealing with various types of customers, and explain techniques for solving customer complaints.Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MMPage 3
T-1.8.1_v3PART B: CUSTOMER SERVICE IMPROVEMENT PROJECT – 75%Using the Customer Service Improvement Project templateprovided in this assessment, you arerequired to develop and manage organisational systems to ensure quality customer service for anenterprise of your choice (within Australia)or use the simulated organisational context ofDavid Jones Fashion Retailer.