Cluster number and name:
CL_LMD 3.1-Manage quality customer service and facilitate continuous
Units of competency:
BSBCUS501 Manage quality customer service
BSBMGT516 Facilitate Continuous Improvement
Student’s ID and full name:
Number of weeks
1.8 Case Study
Read the scenario below and answer the questions.
You are the store manager at a food outlet.
You have a very dedicated team of young
You are proud of your reputation of being one of the top-quality stores providing
quality food, fresh and on time.
You were approached by an irate customer who complained
about the time it took to get the food and the quality of food. The customer complained and
indicated that they would inform other people about the lack of service at your store.
Explain what techniques you could utilise to solve the customer’s complaint including how
you would assess their behaviour, identify the root cause of the problem and provide a
1.9 Refer to the scenario 1.8 and explain what strategy would you put in place to ensure you
obtain regular customer feedback?
Explain your reasons.
1.10 Refer to the scenario in 1.8 above and explain what strategies you could put in place to
monitor, manage and introduce ways to improve both internal and external customer service
BSBMGT516 & BSBCUS501 Assessment tool
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