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
• Assessment Task 2: Project – You must work through a range of activities and complete a project

Student assessment agreement

Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.

If there is anything that you are unsure of, consult your assessor prior to signing this agreement.

Have you read the assessment requirements for this unit?	¨ Yes	¨ No
Do you understand the requirements of the assessments for this unit?	¨ Yes	¨ No
Do you agree to the way in which you are being assessed	¨ Yes	¨ No
Do you have any specific needs that should be considered	¨ Yes	¨ No
If so, explain these in the space below.

Do you understand your rights to reassessment?                                              ¨ Yes      ¨ No

Do you understand your right to appeal the decisions made in an assessment?

• Yes ¨ No

Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date

Assessment Task 1 Cover Sheet

Student declaration

To be filled out and submitted with 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 explained to
• I have correctly referenced all resources and reference texts throughout these assessment

Student name
Student ID number
Student signature
Date

Assessor declaration

• I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment

Assessor name
Assessor signature
Date
Assessment outcome	S	NS	DNS	Resubmission	Y	N

Feedback 

Student result response

• My performance in this assessment task has been discussed and explained to
• I would like to appeal this assessment

Student signature
Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

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. 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
• adhere with Peach Institute’s submission guidelines
• answer all questions completely and correctly
• submit work which is original and, where necessary, properly referenced
• submit a completed cover sheet with your work
• avoid sharing your answers with other

i

Assessment information Information about how you should complete this assessment can be found in Appendix A of the Business Works Student User Guide. Refer to the appendix for information on: ·            where this task should be completed ·            the maximum time allowed for completing this assessment task ·            whether or not this task is open-book. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix C of the Student User Guide. However, if Peach Institute has provided you with an assessment cover sheet, please ensure that you use that.

Questions

Provide answers to all of the questions below:

1. Explain the purpose of the Australian Consumer Law and how it protects consumers’

Australian Consumer Law’s purpose is to increase the safety of Australian peoples by indorsing opposition and reasonable trading. Consumer law is conducted for encouraging them about their rights, these rights are helpful in protecting yourself from damages and loss. (Kriek, 2018)

Australian law protects consumer rights, this law set the criteria for consumer rights, which we call it consumer guarantee so that consumer know their rights and claim them for obtaining compensation of loss and protect themselves by using their rights. (Kriek, 2018)

2. Outline the consumer guarantees that apply for both products and services under the Australian Consumer

Consumer guarantees for products under the Australian Consumer Law are:

1) Product must be safe and with no faults.

2) Product must be looking acceptable

3) Accountable quality must maintain for Accountable products.

Consumer guarantees for services under the Australian Consumer law are:

1) Service must be provided with acceptable care and with skills.

2) Services must be suitable according to the customer’s needs.

3) Provide gifts to the consumer with purchase proof.

3. List the types of products and services covered by the consumer guarantee.

1) Sale item.

2) The Product and service are purchased by Australian occupational online.

3) Give gifts with the proof of buying

4) Refund for the product and services.

5) Acceptable Quality

6) Express warranties with the products

7) The repair facilities for the products which are available for the reasonable time

8) Provide guarantees for the products and services.

4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.

According to the consumer right act, every customer is liable to take benefits of their rights, and the consumer’s right is to seek remedies like replacement rights, repair, and refund rights this statement is definitely unlawful for a retailer to say that the refund is not provided because it is his right to take refund from the shopkeeper if there is some fault in the products and in case of any kind of problems

5. Discuss whether consumers are legally entitled to a refund or replacement if they change their mind when buying a product or

If the client vagaries their mind during buying the products and services, he or is not liable to make any refund or replacement in the mind-changing situation, and nothing wrong with the products and services. In this situation, consumers have different rights to take.

6. Explain what information is commonly found in an organisation’s complaints policy and

1) Name and contact details of the consumer.

2) know the name of the person with whom we commerce (Moffett, 2021)

3) Details of resolving the complain

4) Copies of any

5) The fauna of Complain

6) Conversation details

7) Which person takes responsibility to solve the problem mention their name (Moffett, 2021)

7. 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

Benefits of an effective complaint-handling system: (Jumaryadi, et al., 2019)

1) The complaint-handling system help to resolve issues that are elevated by a disgruntled person in a cost-effective way.

2) This system helps to improve the delivery of services.

Standard step for complaints:

1) Firstly, attend to the criticism

2) Then best the facts of complaints

3) Become all features

4) then deliberate the problem

5) Take action fast (Jumaryadi, et al., 2019)

6) Keep all your promises which are given by yourself to the complaint person

7) Follow up

8. Explain the concept of service standards and their importance. Identify two examples of services

Service standards are helpful to identify what customers expect from the management and we can say it is referred to communication among business and customers.

Examples of service standards are given below:

1)Receive each client by their primary name

2) try to solve customers’ problems in at least 4 hours.

9. Explain why a company committed to best practice customer services may choose to measure its service standards.

Committed best services to their customer for measures the services standards because these services help in determining that the services have a positive effect on the clients and the experience of the organization. these service standards are very important for employees, latent customers, and the organization of a business.

10. 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

Market communication helps us to assess and raise the consciousness of your business in the market and help to manage the organization’s status and make and manage relations with the customer.

11. Describe five methods through which a company can promote its

Direct Marketing- In this process companies reach their potential clients with the help of media forms, e-mails, etc.

Public relations- It means promoting a product or service by maintaining a public image with the help of media that is non-paid.

Advertising- We can also promote our products and services through advertisements with the help of flyers, social media, television, etc.

Sales promotion- It is part of the promotion mix used by a business to stimulate demand for services and products. It also helps in increasing the awareness of the brand.

Personal selling- In this method, a representative of a company directly communicates with the consumer by one-to-one conversation or by phone calls.

12. Explain how customer service can impact the public relations image of a

When a company interacts with a customer at that time the reputation of its brand is at stake.

Sales and service that the customer is facing personally keep the image of the company intact and just one negative video or comment about the bad experience of a customer can spiral quickly out of control.

13. Outline four key ways of providing excellent customer

Solve problem creatively

Try to respond quickly

Try to personalize your services

Take proper feedback and analyze them

14. Explain why an unhappy customer is not good for

The dissatisfaction of a customer can affect the business badly because in this case they will not patronize the brand and they will not even trust the brand. And due to this the revenue and sales of the company will decrease which will lead to a poor brand reputation. And this dissatisfaction of customers can create leave a long-term impact on the image of the company.

15. Explain the importance of understanding customer behavior and two techniques that can be used to analyze customer

A customer needs to understand consumer behavior because it helps the business in taking better decisions about their services and products. By understanding, this business can serve better offerings by fulfilling the needs of the customer and the targeted market (VENUGOPAL, et al., 2015).

Techniques are as follows:

Divide the audience into segments.

By conducting surveys on consumer behavior.

16. Explain three research methods that a business could use to find out about customer needs.

1 Surveys – In this method, a business chooses multiple questions to collect data which helps a business to understand the needs of the customers.

2 Focus Groups – Businesses create small groups whose work is to drill the data related to the products and specific issues.

3 Interviewing Customer – Through direct communication, a business can get reliable and accurate information as compared to other methods.

17. Explain the importance of monitoring complaints, including how keeping records of complaints can help the organization better its customer service approach.

Monitoring complaints can help a company turn its negative feedback into positive feedback.

By monitoring it a company can identify complaints and areas of the problem which will help them to improve their business and experience of the customer.

Keeping records of customer complaint provide a protective value.

By keeping records of the customer complaints and their experiences a company can improve its performance and can compare its improvement from the previous records.

18. Explain the purpose of a Customer Relationship Manager (CRM) and how it can help organizations manage and improve their customer service information and

CRM is responsible for maintaining customer relationships after the service process and the sales process is completed.

And rather than this, they keep the customers updated about the services and products which help them to maintain their relationship.

It helps to improve the customer service because through it we can know about the interest of the customers evaluate their problems and offer solutions on it (Juanamasta, et al., 2019).

19. Identify two strategies that an organization can use to gather feedback from its

Organizations can survey to collect feedback from the customers and analyze their flaws according to it.

Feedback can be collected through a face-to-face conversation in high-traffic ares or it can also be done through customer contact forms or e-mail.

20. Social media is a powerful tool. Explain how an organization can use it to monitor and manage customer service

Social CRM is an integration of CRM platforms and social media channels it supports social media and traditional channels through which customers interact through the channels of their choice.

By handling customer complaints on social media a company can show its dedication to customers (Juanamasta, et al., 2019).

21. Explain two further strategies that can be used to monitor, manage and introduce ways to improve customer service relationships.

Use quality in monitoring the information provided which helps the agent to improve the skills of the company (VENUGOPAL, et al., 2015).

We can capture the channels of feedback through which customer send their valuable feedback.

Assessment Task 1: Checklist

Student’s name:
Did the student provide a sufficient and clear answer that addresses the suggested answer for the following?	Completed successfully?		Comments
	Yes	No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13
Question 14
Question 15
Question 16
Question 17
Question 18
Question 19
Question 20
Question 21

 

Task outcome:	¨  Satisfactory	¨  Not satisfactory
Assessor signature:
Assessor name:
Date:

Assessment Task 2 Cover Sheet

Student declaration

To be filled out and submitted with assessment responses

• I declare that this task is all my 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 explained to
• I have correctly referenced all resources and reference texts throughout these assessment

Student name
Student ID number
Student signature
Date

Assessor declaration

• I hereby certify that this student has been assessed by me and that the assessment has been carried out according to the required assessment

Assessor name
Assessor signature
Date
Assessment outcome	S	NS	DNS	Resubmission	Y	N

Feedback

Student result response

• My performance in this assessment task has been discussed and explained to
• I would like to appeal this assessment

Student signature
Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.

Assessment Task 2: Project

Information for students

In this task, you are required to demonstrate your skills and knowledge by working through several 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). Ensure that you:
• review the advice to students regarding responding to written tasks in the Business Works Student User Guide
• comply with the due date for assessment which your assessor will provide
• adhere to Peach Institute’s submission guidelines
• answer all questions completely and correctly
• submit work which is original and, where necessary, properly referenced
• submit a completed cover sheet with your work
• avoid sharing your answers with other

i

Assessment information

Information about how you should complete this assessment can be found in Appendix A of the Business Works Student User Guide. Refer to the appendix for information on: ·            where this task should be completed ·            how your assessment should be submitted. Note: You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if Peach Institute has provided you with an assessment cover sheet, please ensure that you use that.

Activities

Complete the following activities:

1. 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.
	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!
	If you are basing this assessment on your own business: ·            you should have access to: o    a business plan o    a customer service plan o    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.
	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.

You will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below.

2. 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 it’s 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 risk 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.

3. 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.

Make sure you have answered all questions in Section 1. Submit to your assessor for review. 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.

4. 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 business’s customer service policies and procedures to reflect best practice models, standards and customer service goals and requirements.
	·            meet with other staff members (at least two) 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.
	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.
i	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. 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.
	·            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).

Make sure you have answered all questions in Section 2. Submit to your assessor for review. 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.

5. 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.

6. 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.

Assessment Task 2: Checklist

Student’s name:
Did the student:	Completed successfully?		Comments
	Yes	No
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 practice 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.
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 business’s 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).
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.
Task outcome:	¨  Satisfactory			¨  Not satisfactory
Assessor signature:
Assessor name:
Date:

Final results record

Student name:
Assessor name:
Date

 Final assessment results 

Task	Type	Result
		Satisfactory	Unsatisfactory	Did not submit
Assessment Task 1	Knowledge questions	S	U	DNS
Assessment Task 2	Project	S	U	DNS
Overall unit results		C	NYC

Feedback

• My performance in this unit has been discussed and explained to
• I would like to appeal this assessment

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

Assessor signature:                                                                             Date:                               

References

Juanamasta, I. G., Wati, N. M. N., Hendrawati, E., Wahyuni, W., Pramudianti, M., Wisnujati, N. S., … & Umanailo, M. C. B. (2019). The role of customer service through customer relationship management (Crm) to increase customer loyalty and good image. International Journal of Scientific and Technology Research, 8(10), 2004-2007.

VENUGOPAL, P., & PRIYA, A. (2015). THE IMPACT OF CUSTOMER SERVICE ON CUSTOMER RELATIONSHIP MANAGEMENT. Global Management Review, 10(1).

Moffett, B. (2021). Complaints Policy.

Jumaryadi, Y. (2019). Customer Complaint Information Systems at National Standardization Agency of Indonesia. Int. J. Inf. Syst. Comput. Sci, 3(2), 43-49. Jumaryadi, Y. (2019). Customer Complaint Information Systems at National Standardization Agency of Indonesia. Int. J. Inf. Syst. Comput. Sci, 3(2), 43-49.

Kriek, C. (2018). Casting a wider product safety net: A general safety provision in the’Australian Consumer Law’. AUSTRALIAN PRODUCT LIABILITY REPORTER, 28(4), 44-47.