Coordinate Implementation of Customer Service Strategies (BSBCUS401B)

ASSESSOR GUIDE

Coordinate Implementation of Customer Service Strategies (BSBCUS401B)

2015

YOUR INFORMATION HERE

Information for the Assessor

ASSESSOR INSTRUCTIONS GENERAL

1. Set a date for EACH assessment or for the overall assessment pack.
2. Set ground rules for assessment types i.e. for written exam conditions -no phones, no talking, etc.
3. Provide student copy of assessment and discuss with students to ensure their understanding.
4. All assessment types - you can help re-word questions, but be careful NOT TO LEAD. We are assessing the students, not you!
5. Once completed, mark the assessment types according to the sample answers provided in this kit.
6. In the event that a question is not answered correctly, discuss the response with the candidate to determine if the student did not know the answer, or did not understand the question.
7. In order to achieve competency, all questions and all elements of each assessment type MUST be answered correctly or at a satisfactory level of performance demonstrated depending on the assessment type.

Information for the Assessor

BSBCUS401B Coordinate implementation of customer service strategies

Unit Descriptor

This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback. Operators may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Application of the Unit

This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems.

Licensing/Regulatory Information

No licensing, regulatory or certification requirements apply to this unit at the time of endorsement.

Pre-Requisites: Nil

Employability Skills Information: This unit contains employability skills.

Elements and Performance Criteria

ELEMENT / PERFORMANCE CRITERIA / Mapping
Elements describe the essential outcomes of a unit of competency. / Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.
1. Advise on customer service needs / 1.1 Clarify and accurately assess customer needs using appropriate communication techniques / AT2, AT4
1.2 Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements / AT2, AT4
1.3 Provide relevant and constructive advice to promote the improvement of customer service delivery / AT2, AT4
1.4 Use business technology and/or online services to structure and present information on customer service needs / AT2, AT4
2. Support implementation of customer service strategies / 2.1 Ensure customer service strategies and opportunities are promoted to designated individuals and groups / AT1, AT2
AT3, AT4
2.2 Identify and allocate available budget resources to fulfil customer service objectives / AT2, AT3, AT4
2.3 Promptly action procedures to resolve customer difficulties and complaints within organisational requirements / AT2, AT4
2.4 Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups / AT2, AT3, AT4
3. Evaluate and report on customer service / 3.1 Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements / AT2, AT3, AT4
3.2 Identify and report changes necessary to maintain service standards to designated individuals and groups / AT2, AT3, AT4
3.3 Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies / AT2, AT3, AT4
3.4 Maintain systems, records and reporting procedures to compare changes in customer satisfaction / AT2, AT3, AT4

Required Skills and Knowledge

This section describes the skills and knowledge required for this unit.

Required skills / Mapping
RS1 - communication skills to
· communicate effectively with personnel and clients at all levels
· articulate customer service strategies / AT4
RS2 - interpersonal skills to:
· build relationships with customers
· establish rapport / AT4
RS3 - literacy and numeracy skills to:
· prepare general information and papers
· read a variety of texts
· write formal and informal letters according to target audience / AT2, AT3, AT4
RS4 - planning skills to develop implementation schedules / AT2, AT4
RS5 - problemsolving skills to diagnose organisational problems relating to customer services / AT2, AT4
RS6 - selfmanagement skills to:
· comply with policies and procedures
· consistently evaluate and monitor own performance
· seek learning opportunities. / AT4
Required knowledge / Mapping
RK1 - key provisions of relevant legislation from all levels of government that may affect aspects of business operations, such as:
· antidiscrimination legislation
· ethical principles
· codes of practice
· privacy laws
· environmental issues
· occupational health and safety (OHS) / AT1.1-1.7
RK2 - principles of customer service / AT1.8, 1.12 -1.15
RK3 - organisational business structure, products and services / AT1.9
RK4 - product and service standards and best practice models. / AT1.8, 1.10, 1.11, AT2, AT3

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit.

Evidence of the following is essential:

· identifying needs and priorities of the organisation in delivering services to customers

· responding to and reporting on customer feedback

· designing strategies to improve delivery of products and services

· knowledge of the principles of customer service.

Context of and specific resources for assessment

Assessment must also ensure access to:

· access to an actual workplace or simulated environment

· access to office equipment and resources

· examples of customer complaints, feedback and strategies.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

· direct questioning combined with review of portfolios of evidence and third party workplace reports of on the job performance by the candidate

· review of documentation reporting changes necessary to maintain service standards

· analysis of responses to case studies and scenarios

· demonstration of techniques

· observation of presentations

· oral or written questioning to assess knowledge of customer service techniques and strategies

· review of systems, records and reporting procedures to compare changes in customer satisfaction.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessment information [This is what the student has]

This guide contains the assessment tasks required for completing the unit of competency:

BSBCUS401B Coordinate implementation of customer service strategies

Assessment for this Unit is competency based:

All competencies satisfactorily completed COMP

All competencies not yet satisfactorily completed NYC

A student who has not achieved ‘SATISFACTORY’ for each of the assessments and therefore to be deemed ‘COMPETENT’ cannot receive a Statement of Attainment (SOA).

Submission of Evidence

An assessment of competence is dependent on the submission of evidence that supports your underpinning knowledge and ability to perform the tasks relating directly to the learning outcomes and performance criteria described in this particular study unit.

At this level your assessor will need to collect practical evidence in the form of workplace documentation and to observe you interacting in the workplace. Other evidence might take the form of verbal assessments, simulations and role plays. It is, however, up to the assessor to design and use the appropriate tools and to collect sufficient evidence to justify a judgment of competence.

When undertaking the projects which make up the final assessment activities, time frames and submission dates are to be negotiated with your facilitator/ assessor.

· For any written piece of assessment, use the following format: Arial or Calibri, 11 pt or 12 pt.

· Assessment workbook can be submitted electronically via email, preferably in .doc (Word) format unless otherwise stated (e.g., excel).

· Make sure you have signed the relevant pages especially the front cover sheet.

Note: No responsibility can be taken by us for lost or missing assessment submissions, and these will not be returned once marked, so please take copies prior to posting should you wish to keep a copy for your records.

Reading

You might need to undertake extra reading in order to supplement your knowledge of the material in this unit. Some documents will provide reference lists, which contain useful book, web document and research paper titles. University, TAFE and public libraries, the Internet and most large bookstores will also have suitable reading materials.

Referencing

When using materials from published authors to support your assignment work remember to cite and reference the work correctly, using the Harvard Referencing System or The Publication Manual of the American Psychological Association, Sixth Edition. Remember that material downloaded or accessed via the internet also requires correct referencing.

If you have any questions regarding copyright and plagiarism discuss these with your facilitator or assessor.

You are completing a formal qualification so make the evidence and assignments you submit a reflection of the quality of work you would want to produce in a workplace. Be neat, tidy, detailed and organised.

Final Assessment

Submit to your assessor:

· the completed assessments as part of this Assessment Workbook

· any other evidence required by your assessor or that you feel will support your assessment.

· The Supervisor/ Third Party Report (where applicable) which is signed by your supervisor or manager to confirm that you are able to demonstrate the skills and knowledge covered in this unit.

Reasonable Adjustments

In the event that you have difficulty understanding the assessment tasks due to language or other difficulties, your assessor will attempt to make reasonable adjustments to the assessment paper in order to afford you every opportunity to achieve competency, including:

· Completion of this assessment verbally, with the instructor recording your responses on the written questionnaire.

· Completion of this assessment online, with the responses submitted electronically under examination conditions set by your assessor.

Late Assignments:

Late assignments will not be accepted unless the trainer has previously granted permission.

Missed Tests:

In order for a student to sit a ‘missed test’, the student must (a) notify the trainer and/or assessor in writing (including the reason) 24 hours prior to the assessment to re-schedule and/or (b) supply a doctor’s certificate within 24 hours after the initial assessment date in order to not have a reduction in points to the final grade for that assessment.

Resits:

Students who receive a ‘NYC’ may resit/re-submit the assessment twice. The first resit must be completed within 7 days of the first assessment outcome. If the student still does not pass or obtain competency in the first resit, the student must resit/resubmit the assessment within 7 days from the first resit outcome. If the student still does not pass or obtain ‘Competent’ for the Unit of Competency, he/she must enrol in the entire subject/unit.

Appeals:

A student may lodge an appeal against the outcome given to any assessment. The process is:

1. The student must discuss the assessment of concern with the Assessor for the subject in question within 7 days of the outcome being returned to the student.

2. If the concern is still unresolved after feedback from the Assessor, the student may submit a written appeal to the Training and Education Manager within 7 days of the feedback from the initial submission. This appeal must provide supporting evidence and clearly outline the basis for the appeal. The written appeal is to be submitted to the Training and Education Manager.

3. If the concern is still unresolved, the student may appeal in writing, within 7 days of receipt of written notification from the Training and Education Manager, to the Academic Advisory Committee of YOUR ORGANISATION HERE.

Authority

This document has been approved and issued in accordance with the Quality Assurance Procedures of YOUR ORGANISATION HERE.

Assessment Agreement

Units of Competency:

BSBCUS401B: Coordinate implementation of customer service strategies

Assessment for this unit of competence for this learner will be undertaken using the following assessment Strategies and Tools (AT):

q Question / Answer (AT1) / q Project 2 (AT2)
q Project 3 (AT3) / q Observation report (AT4)
General Notes / Feedback:

______

Trainer name Trainer signature Date

______

Assessor name Assessor signature Date

I declare that I understand how assessment will take place for this unit. I declare that this assessment is my own and contains no material written by another person except where due reference is made; hence, I understand that work completed towards this assessment must be verifiably my own. I also acknowledge that all material and sources used in the presentation of this assessment whether they are books, articles, reports, Internet searches or any other document or personal communication.

______

Learner name Learner signature Date

BSBCUS401B Coordinate implementation of customer service strategies

Unit Descriptor

Application of the Unit

This unit applies to individuals with a broad knowledge of customer service strategies who contribute well developed skills in addressing customer needs and problems.

STUDENT Assessment Checklist

Assessment Tool / Date Completed
r AT1: Question/Answer (written)
r AT2: Project: Advise on customer service needs and implement strategies to improve customer service
r AT3: Project: Monitoring, evaluating and reporting on customer service
r AT4: Observation Report
Assessment 1 / Question/Answer (written)

You are required to answer the questions given in this Assessment Booklet. Written responses may be recorded in the space provided or entered in a separate word processing document and attached.