BSBOPS505 Manage Organisational Customer Service
- Subject Code :
BSBOPS505
- University :
others Exam Question Bank is not sponsored or endorsed by this college or university.
- Country :
Australia
Student Assessment Tasks
BSBOPS505 Manage Organisational Customer Service
Contents
Assessment Task 1: Knowledge questions 5
Assessment Task 1: Checklist 9
Assessment Task 2: Checklist 16
VET STUDENT ASSESSMENT COVER SHEET
Student declaration
This declaration must be completed in full by the student and submitted with all assessment responses.
I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other student(s).
I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to the process documented in the QIBA VET Student Plagiarism and Cheating Policy.
I have correctly referenced all resources and reference texts throughout these assessment tasks.
Course |
BSB50420 Diploma of Leadership and Management |
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Unit |
BSBOPS505 Manage organisational customer service |
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Student Name |
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I acknowledge that my assessment documents will be reviewed as part of the assessment validation and moderation process and/or during auditing. I understand, if during a regulatory audit my assessment is deemed to be unsatisfactory, I will be requested to resit/resubmit. If this request to be reassessed is ignored, QIBA can revoke the qualification. |
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Student signature: |
Date: |
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Introduction
The assessment tasks for BSBOPS505 Manage organisational customer service are outlined in the assessment plan below. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Business Works Student User Guide. The Student User Guide provides important information for you relating to completing assessment successfully.
Assessment for this unit
BSBOPS505 Manage organisational customer service describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.
For you to be assessed as competent, you must successfully complete two assessment tasks: Assessment Task 1: Knowledge questions You must answer all questions correctly. Assessment Task 2: Project You must work through a range of activities and complete a project portfolio. |
Assessment Task 1: Knowledge questions
Information for students
Knowledge questions are designed to help you demonstrate the knowledge which you have acquired during the learning phase of this unit.
Assessment information Ensure that you: review the advice to students regarding answering knowledge questions in the Business Works Student User Guide comply with the due date for assessment which your assessor will provide. This date is also set up in QIBAs LMS adhere with QIBAs submission guidelines submit to LMS by the cut-off date and time provided. submit a completed and signed assessment cover sheet with your work include your name, unit code and assessment name, in the filename of all documents submitted to LMS. Example Suraj Thapa_BSBOPS505_AT1 answer all questions completely and correctly submit work which is original and, where necessary, properly referenced this task should be completed on the templates provided by QIBA avoid sharing your answers with other students
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Written answer question guidance
The following written questions use a range of instructional words such as identify or explain, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected.
Note that the following guidance is the minimum level of response required.
Analyse: when a question asks you to analyse something, you should do so in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long. Compare: when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long. Contrast: when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long. Describe: when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long. Discuss: when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long. Evaluate: when a question asks you to evaluate something, you should put forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long. Examine: when a question asks you to examine something, this is similar to analyse, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long. Explain: when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long. Identify: when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long. List: when a question asks you to list something, this means that you are asked to briefly state information in a list format. Outline: when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long. Summarise: when a question asks you to summarise something, this means (like outline) only giving the main points. Generally, you are expected to write a response a few sentences long. |
Questions
Provide answers to all of the questions below (students please enter your answers in blue text on this document):
- Explain the purpose of the Australian Consumer Law and how it protects consumers rights.
- Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law.
- List the types of products and services covered by the consumer guarantee.
- Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.
- Discuss whether consumers are legally entitled to a refund or replacement if they change their mind when buying a product or service.
- Explain what information is commonly found in an organisations complaints policy and procedure.
- List at least two benefits of an effective complaint-handling system for businesses and consumers and the standard steps that you would use to effectively deal with a customer complaint.
- Explain the concept of service standards and their importance. Identify two examples of services standards.
- Explain why a company committed to best practice customer services may choose to measure its service standards.
- Explain the concept of public relations as a method of marketing communication. In your answer, explain how it can be used as a form of product and/or service promotion.
- Describe five methods through which a company can promote its products.
- Explain how customer service can impact on the public relations image of a company.
- Outline four key ways of providing excellent customer service.
- Explain why an unhappy customer is not good for business.
- Explain the importance of understanding customer behaviour and two techniques that can be used to analyse customer behaviour.
- Explain three research methods that a business could use to find out about customer needs.
- Explain the importance of monitoring complaints, including how keeping records of complaints can help the organisation better its customer service approach.
- Explain the purpose of a Customer Relationship Manager (CRM) and how it can help organisations manage and improve their customer service information and relationships.
- Identify two strategies that an organisation can use to gather feedback from its customers.
- Social media is a powerful tool. Explain how an organisation can use it to monitor and manage customer service relationships.
- Explain two further strategies that can be used to monitor, manage and introduce ways to improve customer service relationships.
Assessment Task 1: Assessor Checklist
Students name: |
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Did the student provide a sufficient and clear answer that addresses the suggested answer for the following? |
Completed successfully? |
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Task outcome: |
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Assessor signature: |
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Assessment Task 2: Project Portfolio
Information for students
In this task, you are required to demonstrate your skills and knowledge by working through a number of activities and completing and submitting a project portfolio.
You will need access to:
- your learning resources and other information for reference
- Project Portfolio template
- Simulation Pack (if you need a case study).
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Assessment information |
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Ensure that you: review the advice to students regarding answering knowledge questions in the Business Works Student User Guide comply with the due date for assessment which your assessor will provide. This date is also set up in QIBAs LMS adhere with QIBAs submission guidelines submit to LMS by the cut-off date and time provided. submit a completed and signed assessment cover sheet with your work include your name, unit code and assessment name, in the filename of all documents submitted to LMS. ExampleSuraj hapa_BSBTWK502_AT2 answer all questions completely and correctly submit work which is original and, where necessary, properly referenced this task should be completed on the templates provided by QIBA avoid sharing your answers with other students |
Activities
Complete the following activities:
- Carefully read the following:
This project requires you establish, develop, support, monitor and assess customer service in an organisation. You will identify complex customer service problems (and the related business system issues) associated with one product/service/program and then apply customer service principles to rectify one of the problems/issues. |
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Vocational education and training is all about gaining and developing practical skills that are industry relevant and that can help you to succeed in your chosen career. For this reason, we are giving you the choice to base this project on your own business, one you work in or a familiar with, or you can use the case study provided. This will mean that you are applying your knowledge and skills in a relevant, practical and meaningful way to your own situation! |
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If you decide to select your own business or a business where you are working or are familiar with, you must have your business APPROVED by your assessor and submit the required business document which resembles the checklist below: Document Checklist if you are basing the assessment on your own business or business you are working (Please tick): Business Plan Customer service plan policies and procedures for customer service and handling customer complaints. your role should: o supervise the customer service provided by others o require considerable discretion and judgement o require you to use a range of problem solving and decision-making strategies. you should also have sufficient data to monitor and evaluate customer service. your chosen product/service/program should have at least one problem that has resulted in complex customer complaints and there should be at least one system issue associated with the poor customer service. For example, a problem at a call centre may be that customers complain about long wait times to access a call centre representative. A system issue associated with the complaint may be that the automated response has not been optimally configured. |
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You will need to communicate with people who are part of a team responsible for customer service. Your communication may be either directly with actual staff members or fellow students/your assessor can play the roles of relevant people/parties. Communication can be in any appropriate format (e.g. face to face, video conference, email) as long as it meets the requirements outlined in the Project Portfolio. If you are basing the assessment on case study provided to you in student resource folder you will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below you will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below. |
- Preparation
Make sure you are familiar with the organisation you are basing this assessment on and have read through the necessary background information. For the case study business, this is all of the documents included in the Simulation Pack. If its your own business or a business where you are working or are familiar with, have your business or case study approved by your assessor. Choose an appropriate customer management process or project and complete Page 4 of your Project Portfolio for this unit. Read through the requirements of Section 1, 2 and 3 of your Project Portfolio. |
- Establish customer service requirements
Complete Section 1 of your Project Portfolio. To do this, you need to: provide a brief overview of the business you are basing this assessment on describe one product/service/program you will focus on for the assessment describe the customers of your chosen product/service/program. describe customer service related to the chosen product/service/program identify and evaluate customer service against best practice models and standards. seek written customer feedback (and manage it according to the business systems. identify problems and related system issues that include complex and non-routine difficulties. |
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Make sure you have answered all questions in Section 1. Submit to your assessor for review via QIBAs LMS/Moodle. You are also required to attach certain documents as part of your evidence review the documents you need to attach as outlined in Section 1 of the Project Portfolio and make sure you attach these when you submit this section. You will use the work done in this section to deliver quality customer service. |
- Deliver quality customer service
Complete Section 2 of your Project Portfolio. To do this, you need to: describe at least two customer service goals to meet the customer service requirements and product/service/program targets integrate customer service goals and requirements into the existing business plan refine at least one of your businesss customer service policies and procedures to reflect best practice models, standards and customer service goals and requirements. |
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You must meet with other staff members (at least two) or assessor who are responsible for customer service and associated with your identified problems and issues. Depending on your business and chosen problem and system issue, you may need to meet separately with individuals and groups. At the meeting: o describe the problem and system issue. o explain the goals, customer service requirements and product/service/program targets. o explain the changes to the business plan and customer service policy and procedures (make sure the meeting attendees have a copy of the new procedures). o obtain feedback from the staff, considering their experience and strengths. o discuss, adapt and agree on how the product/service/program will be delivered in future to meet customer service requirements. Your assessor must observe you taking part in the meeting and you must attach the meeting evidences in project portfolio. |
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Make sure you foster a team environment and consider the needs of a diverse group of people (e.g. cultural or language differences). Your audience should include at least one area of diversity. Use listening and questioning techniques to obtain feedback and confirm understanding. |
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This meeting should take 30 minutes. This meeting may take place with actual people who work for/are associated with your chosen business. Alternatively, classmates or your assessor may play the role of one or more team members. This can either be viewed in person by your assessor or you may like to video record the session for your assessor to watch later. Your assessor can provide you with more details at this step during the assessment session. Make sure you follow the instructions above and meet the timeframes allocated. If this session is not viewed in person by your assessor, you will attach proof of the meeting to Section 2 of your Project Portfolio. |
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describe the physical and human resources required to: o address one of the identified problems and related system issues experienced by customers o support staff members. develop at least one physical resource required to address customer service requirements/support staff members procure at least one human resource required to address customer service requirements/support staff members. deliver your product/service/program to meet customer requirements (according to your adapted business plan, customer service policies and procedures and improved customer service delivery). |
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Make sure you have answered all questions in Section 2. Submit to your assessor for review via QIBAs LMS/Moodle. You are also required to attach certain documents as part of your evidence review the documents you need to attach as outlined in Section 2 of the Project Portfolio and make sure you attach these when you submit this section. You will use the work done in this section of the Portfolio to monitor and assess customer service. |
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- Monitor and assess customer service.
Complete Section 3 of your Project Portfolio. To do this, you need to: develop at least one strategy to monitor customer service progress related to your chosen problem and system issue. use the strategy to monitor the performance of customer service staff. |
- Submit your completed Project Portfolio
Make sure you have completed all sections of your Project Portfolio, answered all questions, provided enough detail as indicated and proofread for spelling and grammar as necessary. Remember to submit all necessary attachments as indicated via QIBAs LMS/Moodle. |
Assessment Task 2: Assessor Checklist
Students name: |
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Did the student: |
Completed successfully? |
Comments |
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Yes |
No |
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Establish customer service requirements by: describing the role they will assume to manage customer service describing the roles they will supervise that provide customer service describing one product/service/program you will focus on for the assessment (including mathematical information about associated targets). describing the customers of their chosen product/service/program. describing customer service related to their chosen product/service/program, including o the quality of existing customer relations; o legislative, regulatory and codes of practise o existing policies and procedures for customer service and handling customer complaints; o protocols that must be followed to: - manage people who provide customer service - interact with customers - perform their role. identify and evaluate customer service against best practice models and standards. seek written customer feedback using appropriate language from at least two customers on: o product/service/program quality, cost and time frames o service delivery expectations o specific problems or complaints and their experience with individual customer service representatives o manage feedback according to the business systems. identify problems and related system issues that include complex and non-routine difficulties. |
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Deliver quality customer service by: describing at least two customer service goals to meet the customer service requirements and product/service/program targets integrating customer service goals and requirements into the existing business plan, using a style of writing appropriate for business use. refining at least one of your businesss customer service policies and procedures to reflect best practice models, standards and customer service goals and requirements. meeting (with at least two other staff members who are responsible for customer service and are associated with the identified problems and issues) to: o describe the problem and system issue o explain the goals, customer service requirements and product/service/program targets o explain the changes to the business plan and customer service policy and procedures (make sure the meeting attendees have a copy of the new procedures) o obtain feedback from the staff, considering their experience and strengths o discuss, adapt and agree on how the product/service/program will be delivered in future to meet customer service requirements o foster a team environment o consider the needs of a diverse group of people o listen and question to obtain feedback and confirm understanding. describing the physical and human resources required to: o address one of the identified problems and related system issues experienced by customers o support staff members. developing at least one physical resource required to address customer service requirements/support staff members (student matches the style of their writing to suit the audience and manages the resource according to organisational systems). procuring at least one human resource required to address customer service requirements/support staff members. delivering their product/service/program to meet customer requirements (according to your adapted business plan, customer service policies and procedures and improved customer service delivery). |
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Monitor and assess customer service by: developing at least one strategy to monitor customer service progress related to their chosen problem and system issue. use the strategy to monitor the performance of customer service staff against stated goals and customer service requirements. |
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Task outcome: |
Satisfactory |
Not satisfactory |
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Assessor signature: |
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Assessor name: |
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Date: |
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Final results record
Course Name: |
BSB50420 Diploma of Leadership and Management |
Unit: |
BSBOPS505 Manage organisational customer service |
Student name: |
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Assessor name: |
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Date |
Final assessment results
Task |
Type |
Result |
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Satisfactory |
Unsatisfactory |
Did not submit |
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Assessment Task 1 |
Knowledge questions |
S |
U |
DNS |
Assessment Task 2 |
Project |
S |
U |
DNS |
Overall unit results |
C |
NYC |
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Assessor Feedback
- My performance in this unit has been discussed and explained to me.
- I would like to appeal this assessment decision.
Student signature: ___________________________________________ Date: _________________
- I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment procedures.
Assessor signature: _________________________________________ Date: _________________
