Student Assessment Workbook
BSBCUS501
Manage Quality Customer Service
Student Full Name:
Gopi Subramaniam
Student ID:
Date Submitted:
7th December, 2020
Address: Level 7, 16-18 Wentworth Street Parramatta NSW 2150
Phone : 02 8401 2660 Email : [email protected]
Web: www.trinityinstitute.edu.au
BSBCUS501 Student Assessment Workbook | Student ID:
Assessment Information
Welcome to your Student Assessment Workbook for BSBCUS501Manage Quality Customer Service.
This Student Assessment Workbook is where you will write all your responses for the knowledge questions and simulation tasks. Please refer to the Student Assessment Guide for more information.
This assessment has the following two events:
Assessment Event 1 – Knowledge Questions:
There are five questions that will provide us with evidence of your general knowledge of legislation and principles with customer service.
Assessment Event 2 – Simulation: Shabby College
You will complete a number of tasks that will provide us with evidence of your skills with planning, implementing, monitoring Customer Service Plan for the College. These tasks will be based on your role of Customer Service Manager in a simulation with an organisation that offers a Diploma of Business.
To complete the Simulation, you will need to refer to the following resources:
Standards for Customer Service
This document is used in Task 1.1 where you will review the approach taken by the College with customer service.
Budget Plan Template
This document is used in Task 2.1 where you will plan the expenses for delivering customer service.
February Data and Information
This folder is used in Task 1.1 where you will review the current performance with the Trainer, Student Support Officer, materials, informal feedback from staff and students, attendance records.
March Data
This folder is also used in Task 2.4 where you will review new data on performance with the Trainer, Student Support Officer, materials and attendance records.
April Data
This folder is used in Task 3.2 where you will review the current performance with all staff, resources and pricing.
Please note that your responses for both assessment events can (where appropriate) use dot point format. See below an example of a dot point response and a full sentence response.
Dot point format
Presentation Plan includes the following:
· outcomes
· needs of the audience
· context.
Full sentence format
When you are preparing for a presentation, there are a number of tasks that must be carried out. These are listing the outcomes that you want to achieve, followed by the identification of the needs of your audience. When you have completed these two tasks you then check on the room that you will be conducting the presentation in.
To Achieve Competence
To be deemed competent for this unit, you will need to meet the following requirements:
· complete all of the questions and tasks listed in the Student Assessment Workbook
· meet all the requirements listed in this Student Assessment Guide
· your responses to the questions and tasks must be relevant, accurate and specific
· submit your completed Student Assessment Workbook to your Assessor within the set timeframes
· your work must be in your own words
· Where you use an external source of information, you must provide citation.
Pre-assessment Checklist
Your assessor will go through the assessment for this unit,BSBCUS501Manage Quality Customer Service. It is important that you understand this assessment before taking on the questions and tasks. To confirm that you have been given this overview, we ask you to complete the following Pre-Assessment Checklist.
You are required to carefully read each checklist item provided below and tick either ‘Y’ to confirm your understanding or ‘N’ if you disagree. In case you disagree with an item, please provide your reason under the ‘Comments’ column.
When you have done this, we ask you to sign this Pre-Assessment Checklist. This acknowledges that your Trainer/Assessor has discussed all of the information with you prior to undertaking this assessment.
Pre – assessment Checklist
Comments
Y
N
I, the student, understand the purpose of the assessment.
Y
N
I understand when and where the assessment will occur, who will assess and in what format the assessment will be submitted.
Y
N
I understand the methods of assessment.
Y
N
I understand what resources are required to complete this assessment.
Y
N
I understand the performance level required for each assessment event.
Y
N
I understand that it must be my own work. I have been explained and understand the serious consequences in case this work is found plagiarised.
Y
N
I understand the process if I am deemed not yet competent.
Y
N
I understand the feedback process and the appeals process.
Y
N
The assessor has discussed with me if I have any special needs and if so what arrangements have been made.
Student Full Name
Student ID
Student Signature
Date
Assessment Event 1 – Knowledge Questions
The information contained in this section lists the questions that you will need to develop a written response. These questions are theoretical and provide evidence of your understanding of the impact of legislation on an organisation’s customer service and the principles of promotion and publicity.
Note you must answer these questions in your own words. Remember, you must get a satisfactory result with each question to be deemed satisfactory for the whole of Assessment Event 1.
Question 1
In the table below describe legislations and their application to an organisation.
Write your response into the table:
Legislation
Explanation
Application to organisation
Disability Discrimination Act 1992
As per this act it is declared as unlawful and illegal to discriminate against any person or any particular race. Also, if anyone discriminates against any other person in an public place, in education sectors, during employment, while getting or using any service, renting or buying a house and improper treatment of people with disability while accessing any public place will be prosecuted by the Disability discrimination law1992.
The main objectives of this act are to:
1. Elimination of discrimination against the disabled people
2. Promoting the principle within the community of accepting the disabled people of the community with the equivalent fundamental rights as all the other members of the society.
3. It also guarantees that the disabled people of the community have the same right of equality in the legal framework which is similar to other people of the society.
Sex Discrimination Act 1984
This act gives protection to the women against any forms of discrimination and establishes the act under the Australian obligation under the International Convention on women safety and under certain aspects of International Labour Organization (ILO) Convention 156
The main objectives of this act are as follows:
1. Promotion of equal opportunity for both men and the women
2. Elimination of the discrimination against the women based on sex, marital status, pregnancy, dismissals and responsibilities towards the families.
3. It helps to eliminate and protect the women against sexual harassments in the workplace, educational institutions, during delivery of goods and services, commonwealth programs and in terms of housing.
Age Discrimination Act 2004
The act also provides for optimistic discrimination which provides people of a certain age who experience few difficulties at this age. It provides exemptions in certain areas like superannuation, tax provisions, social security, migration, the state laws and the health related programs
The main objectives of this act are as follows:
1. It helps to ensure that the people of a certain age cannot be treated less favorably that other common people of the community in various areas of public life which includes employment, education sector, in terms of goods and services, administration of commonwealth laws and programs.
Question 2
In the table below summarise product promotion and public relations.
Write your response into the table:
Promotion
Components
Attributes
Importance to customer service
Promotion marketing
Increase the product awareness
Creation of interest
Generating higher sales
Creating enhanced brand loyalty
The benefits and the advantages of the products and services are delivered to the customers.
Advertising
It comprises of all the activities that include presentation to non-personal association, verbal or illustration, openly sponsored identified message with respect to a product, plan or service.
1. Delivery of value creation for the customers
2. It helps to establish the relationship approach between the organization and the customers.
Personal selling
It is one of the most effective tool for promotion of products
There is possibility of modifications and alternations properly
Establishing a long lasting and sustainable relationship
Assisting in recognition of the customer demands
1. It helps to create customer attention where the interest of the customers can easily be assessed under personal selling
2. It helps to provide expert advices for growth
Publicity
It is a free medium to attract the customers
There is no possibility of repetitions from the competitors
There is involvement of third party as the entire publicity is delivered by them
The importance to customers are:
1. Closeness of the corporations and organizations
2. It helps to deliver better experience to the customers
Public Relations
Component
Attributes
Importance to customer service
Public Relation
-Helps in edification of relationships
-It helps in collection of information and data
-It helps to recognise and identify awareness and knowledge to the customers and for the organization
It helps in Direct communication and announcement to the organizations
Question 3
Identify service standards and best practice models.
Write your responses here:
Below are the service standards and best practice models that must be established by the company:
1. Building customer relationship: It helps in the ability to understand the customers’ demands, preferences and needs; to be polite and respectful towards the customers, greet and acknowledge them appropriately; it also helps the companies to learn and establish prospective and consistent relationships with the clients.
2. Staffs: The staffs needs to deliver their best and the most efficient service possible which must be beyond the expectations of the customers on a consistent basis; the staffs must be trained to hone their skills and experiences and improve on the...