BSBWOR203 Customer Service Training Project

Assessment Task 2: Customer service training project

Task summary

This assessment task requires you to identify opportunities for customer service staff to improve their customer service skills by identifying suitable professional development.

This assessment is to be completed in the simulated work environment in the RTO.

Required

• Access to textbooks and other learning materials
• Computer with Microsoft Office and internet access
• Training Options Report Template

Timing

Your assessor will advise you of the due date of these submissions.

Submit

• Email recommending a training option, with Training Options Report attached.

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback on your performance by the assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task.

If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Reassessment attempt(s) will be arranged at a later time and date.

You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal.

You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the assessment.

Assessment Task 2 Instructions as provided to students

1. Write a Training Options Report.
   Assume you have been asked to look into training to improve customer service.
   Use the internet to find three different formal training options for customer service training. One should be provided by an external provider at the company’s premises, one should be a short course that a new member of staff could take and the third should be a formal qualification.
   Provide a brief outline of the training and the name of the company offering the training, as well as the costs and time commitment.
   Use the Training Options Report Template to guide your work.
2. Send an email to your Manager (your assessor).
   The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
   It should introduce and summarize the contents of the attachment and seek their feedback.
   The email text should include your recommended training option according to the budget and time constraints given.
   The training that you identify must be completed in the next three months, and a budget of $700 per team member is available
   Attach your Training Options Report to the email.

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