BSBWOR203 Workplace Relationships And Activities Project

Assessment Task 1: Workplace relationships and activities project

Task summary

You are required, in the role of Customer Service Officer, to assist a new staff member to understand their roles and responsibilities, understand other staffs roles and to explain the organization's customer complaints policy and procedures.

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
• Meeting space
• Role play participant (your assessor)
• Position Description
• Customer Complaints Policy and Procedures
• Complaints Register
• Complaint Acknowledgement Letter
• Complaint Outcome Letter

Timing

Your assessor will advise you of the due date of this assessment.

Submit

• Email giving the culture and language chosen for the new staff member
• Email reflecting on the feedback given following the meeting

Assessment criteria

All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily.

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 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 1 Instructions as provided to students

Provide answers to all of the questions below:

Carefully read the following scenario

You are a Chef with IPSO Hospitality Group. The Group is very focused on excellent customer service and each staff member is expected to have excellent customer service skills.

Your team leader is very busy this week and has asked you to help a new staff member (customer service officer) to understand their roles and responsibilities and reporting requirements. The team leader has also asked you to explain IPSO Appliances complaints policy and procedures and associated forms.

You are required to prepare for, and meet with, the new Customer Service Officer. The meeting should last no more than 15 minutes, as you also have a busy work schedule. The Customer Service Officer will be role played by your assessor and will ask you questions during the meeting.

1. Prepare for the meeting with the new Customer Service Officer.
   Review the documents provided to you:
   • Position Description
   • Customer Complaints Policy and Procedures
   • Complaints Register
   • Complaint Acknowledgement Letter
   • Complaint Outcome Letter
   Make notes about the documents if necessary to guide your discussion with the customer service officer.
   Assume that the new customer service officer will be from a different cultural background to you. Choose any culture for the new customer service officer and research differences in communication styles between that culture and language background, and your own.
2. Send an email to your assessor.
   The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
   The email text should document the following:
   • The culture and language you have chosen for the new customer service officer
   • The communication styles that you will use to communicate with a person from the selected culture and language
   The email should ask for the place, date and time of your role play meeting.
3. Meet with the new staff member.
   During the meeting you will be expected to:
   • Explain the roles and responsibilities of Customer Service Officers as documented in the position description
   • Outline the reporting arrangements, ensuring that it is clear that you will be the first person to report to
   • Explain the complaints policy and procedure including:
     • Purpose of the policy
     • Definition of complaints
     • Forms to be used for complaints (show the forms to the staff member)
     • Responding to complaints
     • Keeping customers informed
     • When complaints should be escalated
   You will be required to keep to the required timeline of 15 minutes, and you will be assessed on your time management in this regard.
   During the meeting, you are required to demonstrate effective interpersonal and communication skills including:
   • Speaking clearly and concisely
   • Using effective non-verbal communication skills to encourage audience interest
   • Responding to questions
   • Asking questions to seek feedback
   • Use of active listening techniques to confirm and clarify understanding.
   You will also need to demonstrate the communication strategies you researched relevant to the culture.
   Your assessor, in the role of the Customer Service Officer will ask you questions that you will need to respond to.
   Following the meeting, your assessor will provide you with some feedback on how clearly you explained the information and your communication skills and talk to you about possible actions you could take to address the feedback.
4. Send an email to your assessor.
   The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
   Reflect on the feedback provided to at the end of the meeting and consider how you intend to action the feedback. Include these in the email.
   The actions you indicate could be, for example: practice, or reading more about the area where your assessor indicated you could improve.

Are you struggling to keep up with the demands of your academic journey? Don't worry, we've got your back! Exam Question Bank is your trusted partner in achieving academic excellence for all kind of technical and non-technical subjects.

Our comprehensive range of academic services is designed to cater to students at every level. Whether you're a high school student, a college undergraduate, or pursuing advanced studies, we have the expertise and resources to support you.

To connect with expert and ask your query click here Exam Question Bank