BSBCUS501 Manage quality customer service

Assessment - 1

BSBCUS501 Manage Quality Customer Service

Assessment Task 1
Last Updated April 2016 V 1.0 Page 1 of 4
Task 01 (Project): Define project and
develop plan
Submission details
The Assessment Task is due on the date specified by your trainer. Any variations to this
arrangement must be approved in writing by your trainer.

See procedure and task specifications below for details.

You must submit both printed copy and soft copy of your answers.

Submit printed copy of required evidences (your answers) to your Trainer with the "Assessment
Cover Sheet" (Filled out and signed appropriately) attached on top of your answers.

Upload the softcopy on the eLearning site with appropriate header and footer (Your name,
student id, unit/subject name, assessment no, page no, etc.)

The Trainer/Assessor may further prompt and question in order to receive answers of appropriate
quality or if further clarification required and to validate authenticity of your submitted work.

Assessment description
Students are required to research and develop a customer service plan for the simulated
business Innovative Widgets. Gather the background information on the simulated business
from your Student Workbook and any information about Innovative Widgets that you may have
created in the course of completing learning activities in the Student Workbook.

Procedure
1. Over the duration of the course, research and gather information on the Innovative Widgets
simulated business from course materials.
2. Over the duration of the course, based on the information you are provided, produce a
customer service plan for Innovative Widgets. Your customer service plan should include:
a. vision and mission statements that refer to internal and external customers
b. product standards that include:
i. dimensions
ii. tolerances

BSBCUS501 Manage Quality Customer Service

Assessment Task 1
Last Updated April 2016 V 1.0 Page 2 of 4
 iii. pricing
iv. material
v. delivery
c. policies and procedures for:
i. gathering customer information and conducting market research to identify
customer needs using the RATER model
ii. responding to customer complaints
iii. managing records and data.
3. Develop a one page reflection on your plan and how the design of your plan will work to
achieve quality customer service and legal compliance.
4. Submit your customer service plan and reflection to your assessor as per the specifications
below. Ensure you keep a copy of all work submitted for your records.

Specifications
You must provide:
a customer service plan submitted on A4 paper or, if submitted electronically, in Word
format.

a one page reflection on your development and design of a customer service plan.

Your assessor will be looking for:

a plan that is easy to understand by employees

a plan and reflection that have correct spelling and grammar

a plan that includes, where necessary, clear and labelled charts, tables, or diagrams

a plan that includes vision and mission statements, product standards and procedures that
reflect customer needs and promote quality customer service
a plan that includes procedures that demonstrate knowledge of strategies for managing
customer service:
understanding customer needs
understanding how to build customer relationships
a plan that includes procedures for record management that demonstrate understanding
of internal needs to collect and store information appropriately
a plan that includes reference (in policies and procedures) to relevant legislation

a written reflection that contains reference to:

BSBCUS501 Manage Quality Customer Service

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 how procedures will work to ensure quality time and cost specifications agreed with
customers
key provisions of legislation and mandatory standards and an explanation as to why
they are relevant to aspects of your plan, particularly policies and procedures
best practice models and voluntary standards and codes of practice which inform
your plan
customer service charters and the importance for public relations and
product/service promotion; discuss whether a customer service charter should be
developed for Innovative Widgets to explain the organisations customer service
policy to customers.

BSBCUS501 Manage Quality Customer Service

Assessment Task 1
Last Updated April 2016 V 1.0 Page 4 of 4